Today’s contact centre/call centre
A contact centre is a central point from which all customer contacts are managed. The contact centre should have have an omnichannel experience consisting of telephony, chat, email, video and AI. It is often part of a business’s overall strategy of interacting with their customers.
Customer service is a priority for businesses everywhere as consumers now are more demanding than they ever used to be. Therefore, it’s vital that firm’s contact centres are efficient and operate smoothly, as there’s nothing worse than a customer calling about a problem, just to encounter another problem.
We are going to look at some of last year’s financial outcomes of the major players in the contact centre market and discuss how Cisco overtaken competition to become the market leader in the US.