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Multi-Channel Cloud Contact Center: Future of Customer Experience Management

24 ?! Multi-Channel Cloud Contact Center Future of Customer Experience Management 86% of contact centers are multi-channel, and 74% of customers are using over three channels for customer service 01 In 2013, 62% of organizations were already using cloud-based contact center solutions and this number is expected to grow by 25% in 2015 Cloud Contact Center By the end of 2015 more than 18% of contact center seats will be delivered by cloud-based contact center infrastructure providers At year-end 2016, more than 50% of Global 1000 companies will have stored customer-sensitive data in the public cloud 24h 02 Top three drivers for investing in customer experience management Improve customer retention – 42 % Improve customer satisfaction – 33 % 24/7 Increase cross-selling and up-selling – 32 % SUPPORT ...... 03 Quality and Performance Management 31% of organizations closely monitor the quality of interactions with target customers **** 24 60% of all repeat calls are process or training driven 31% of organizations recognize and reward employees for improving customer experience 04 The top 5 metrics to be shared with agents in real-time CONTACT US 124 Number of calls in queue > Service level > Customer satisfaction 05 Schedule adherence First contact resolution Multi-Channel ?! Contact Center 30% of customer service engagements are via email, web self-service, chat, and other online techniques 57% best in class companies measure support center success across email, chat, web, and voice REFERENCES: ?! 1. 2. 3. 4. 5. 6. 7. --- Frost & Sullivan O ORCHESTRATE | [email protected] Solutions for higher performance! C Toll Free: 800-232-5130 ******.

Multi-Channel Cloud Contact Center: Future of Customer Experience Management

shared by orchestrate on Jun 13
Technology continues to change the face of call centers. A cloud based multi-channel system helps to enhance customer care by offering high quality service through any medium like voice, sms, fax or c...


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