Go BackUSA: Frost & Sullivan to host briefing on the North American contact centre market
The Information and Communication Technologies group at Frost & Sullivan has announced its 2008 Quarterly Analyst Briefing Presentation on the North American contact center market to be held on Tuesday, June 17th at 10 a.m. PDT, reported Frost & Sullivan.
In a release, the consulting firm noted companies grapple with dramatic changes in methods used to manage their customers experiences through business contact centers. Unified communications is touted as one technology solution to the emerging complexity, but what does unified communication really do at the customer level?
Five megatrends shape the way contact centers and enterprises respond to customers. This briefing will identify each of the five megatrends, explore what the trends mean for the customer contact industry, and discuss how each trend can be leveraged for a competitive advantage.
Vendors, senior decision makers, and managers of contact centers will benefit from attending this briefing. Vendors will learn productive ways to align their products to the needs of the marketplace.
Senior decision makers who need to understand changes in customer/company relationships will gain insight to maintain control. Finally, contact center managers will acquire knowledge to better leverage existing resources while creating value and revenue for their companies, thereby enhancing their own stature.
"Call centers have been through many technological transformations, rarely does technology affect the basic business rules and workflows that guide customer management. But now, for the first time in decades, contact centers are in a position to change the basic, underlying rules of their game in ways that will benefit both outside customers and their organizations, states Frost & Sullivan Senior Research Analyst Keith Dawson.
Problems like turnover have been considered unsolvable for so long that they are taken for granted, even though turnovers are incredibly wasteful and expensive. The key is to understand how everything is unified, from the platforms to the apps to the separate parts of the organization.
Date - 17/06/2008
