Contact Center Technologies
Contact Center Technologies
August 19th, 2008
Frost & Sullivan Lauds Aspect Software for Its Strategic and …
Aspect has proven itself to be a forward-thinking vendor in the mature contact center technologies market, providing enterprises with the entire set of …
Customer information fuels a successful contact center. The range of new contact center technologies and applications offers the potential for improved metrics?as well as the potential for disaster. Customer service has become a key strategic differentiator. So how do you meet your cost requirements and still keep up with customers that expect immediate service at ANY time and through ANY channel (mobile phones, email, and Web)? Customer Service Representative (CSR) interactions often make the difference between extended loyalty and cross-selling opportunities, and abandoned transactions and customer defection. So why, then, do surveys show that customer satisfaction rates have declined rather than increased?
