Successful contact centers are highly customer-centric, and the specific technologies they have in place reflect that. Few tools have a bigger impact on customer satisfaction and loyalty (as well as on operational costs/efficiencies) than do those with which customers interact directly—i.e., interactive voice response (IVR) systems, email/chat applications, and Web self-service tools.
To help uncover common trends and highlight best practices with regard to the utilization of customer-facing technologies, ICMI conducted a comprehensive survey on the topic in August/September 2006, with responses coming from 276 contact center professionals who collectively manage small, medium, large and enormous centers in a variety of industries.
The 2006 Contact Center Customer-Facing Technologies Survey Report includes findings on the following tools:
- Interactive Voice Response (IVR)
- Virtual Queuing Tools
- Email
- Web-enabled Tools
7 pages, PDF download (requires Adobe Acrobat or Reader)
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