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Would you describe your small to midsized contact center as impromptu or even accidental? You’re not alone. Companies of all sizes often assemble call centers in response to emergency situations, recalls, security breaches, bad press—any number of reasons can result in these “war room-like” operations.
But what happens when your improvised contact center needs to take the next step? Without the modern day applications and process efficiencies well-planned contact centers enjoy, agent performance and customer service quality can stagnate quickly. And that creates a negative impact on customer experience and satisfaction.
How do you evolve your small to midsized operation at a pace that’s right for your business? We’ll answer this question and more in our upcoming Frost & Sullivan webinar “Perils of the Stagnant Contact Center” including:
When contacts become a contact center; business occurrences and initiatives that start the searchKey areas that can improve the bottom line through contact center technologyWhy you should want to change and how to break the inertia of doing nothing