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New technology appealing to contact centre bosses

1st Jul 2007
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As customer service has become an increasingly important differentiator for enterprises, contact centre managers and executives are rising to the challenge by proactively implementing technology and processes.

According to a survey, conducted by Witness Systems, these include surveys to capture customer feedback, speech analytics for mining and identifying root cause of recurring interactions, and workforce optimisation (WFO) solutions to better integrate and streamline contact center and enterprise sales/service activities.

The findings of the survey also demonstrate that customer loyalty and satisfaction was of the utmost importance to contact centre managers, with half of attendees tagging this measurement as a primary objective. Building upon a requirement for delivering world-class service, first-call resolution was cited as the number one challenge facing contact centers today by 33 percent of respondents.

However, almost 60 percent of respondents report that their organisations do not currently capture feedback following a customer interaction/transaction.

The survey also points out a keen focus on trends including training and home-based agents. When asked how managers categorise their organisations’ investment in staff training this year as compared to last year, nearly half reported that training efforts have increased. When asked if they employ home-based agents, 45 percent said they currently do or plan to next year.

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