Contact centers need to work even harder to create winning performances. A slow-growth economy, financial pressures and rightfully demanding customers are forcing the bar upwards. To coach the centers Customer Interaction Solutions interviewed several leading experts and fir ms, asking questions on: • Emerging trends and drivers, including on metrics • Issues faced, among them back office impacts • Best practice methods Here are the highlights of these interviews. A complete view of them can be found on TMCnet (www.tmcnet.com/58980.1).
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