Research Perspective

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Agent Engagement Improves the Customer Experience

Cloud-Based Workforce Optimization Offers Flexibility of Deployment

Moving beyond Historical Data

In recent years customers have grown considerably more demanding. They expect responses to their inquiries to be fast, personalized, in context and consistent across channels. Most of all, though, they want their issues to be resolved at the first contact.

Customers also want to be able to use any available channel of engagement, including newer digital ones. However, our benchmark research on the next-generation contact center in the cloud finds that for 92 percent of participating organizations telephone calls remain the most commonly used channel, and many say they expect call volumes to grow over the next two years: 22 percent expect significant growth, and 40 percent expect some growth.


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