Johannesburg, 19 Sep 2016
As customer experience becomes the most critical differentiator in business today, there is no doubt that the contact centre is coming into its own as the hub of customer engagement. But with this significantly increased responsibility come significant challenges: controlling costs, aligning with business, and ensuring availability when the customer wants to interact, in the way the customer wants to interact. Customer experience metrics and the way in which contact centres are run and their agents are empowered must undergo significant change to meet the new demands.
Interactive Intelligence has interviewed key contact centre players in South Africa and across Africa to determine where contact centres should be focusing their attention, how they can overcome challenges, and what the future holds for them.
All have highlighted the fact that customer expectations are shifting and that organisations that do not meet new demands are setting themselves up for failure. Interactive Intelligence trusts this guide will give you the insights you need when considering your options for building or improving your contact centre.
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