Call centers, and call center technologies, have evolved significantly in the last few years. Today’s call centers are more often multi-channel contact centers, offering service and expertise in a variety of forms. Call centers are now more involved in sales and marketing initiatives, offering a greater level of service to customers – but requiring more sophisticated tools and training for agents. Call center technology platforms offer more functionality than ever before, along with better integration with other applications and more deployment options. But this makes navigating call center technology decisions fraught with questions and difficult decisions. What’s the best way to determine short and long term call center technology requirements? Should you consider outsourcing or using Software as a Service (SaaS) deployment options? How can you incorporate Web 2.0, social media and mobile technologies into your call center?
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