The Evolution of Customer Contact
Key insights from Dimension Data’s 13th annual Global Contact Center Benchmarking Survey: More and more organizations are recognizing that the contact center can play a key role in the creation of value for the business. 49.7% of respondents to Dimension Data’s 2009 Global Contact Center Benchmarking Survey ranked one of these “value creation” drivers - new customer acquisition, customer retention, grow the value of existing customers, and increase sales / revenues - among their top three priorities. While contact centers are not taking their eye off operational efficiencies and cost savings, there is a clear and positive shift in terms of what the broader business expects and recognition that when times are tough, contact centers can play a constructive role in business performance. Join Dimension Data and Tellme as they discuss this and other interesting trends that have emerged from the 2009 Benchmark study, how companies can translate these results to new business opportunities, identify enabling technologies available, and the risks to watch out for when implementing new strategies.
- Presenting
- Marc Tamres Tellme and Grant Sainsbury Dimension Data
- Channel
- Speech and Customer Care
- Date
- Mar 17 2010
- Duration
- 2531
- Tags
- Speech, Customer Care, Contact
Flash is required to view this webcast/channel:
You need version 9.0.115.0 or later of the free Flash player from Adobe
to use this content.
To download and install the free player from Adobe's web site
click here.
