In a recent study of more than 300 contact centres from across the globe, Deloitte found that 85% of respondents viewed customer experience as a competitive differentiator, up from 62% in 2013. Accuracy and quality of information, quick access to contact centre team members, and first contact resolution were identified as the top customer experience attributes.
Nowadays, customer support is far more complex and challenging than ever before. Technology has fostered higher expectations amongst customers, who not only expect to reach you through a widervariety of channels, but also increasingly demand same-day resolution of issues.
In a recent Nielsen/Harris poll, 79% of Millennials said they expected response back within a day to their online questions.Expe...
More and more organizations are moving to upgrade their legacy phone systems, which in many
cases have been in place for decades. Consulting firm Frost & Sullivan says the hosted IP
telephony and unified communications and collaboration market has reached mass adoption, and
predicts the North American market for these services will reach 41.9 million users by 2021.