We’re at Call Centre World in Berlin this week to present some new research we carried out in conjunction with the Customer Contact Association I’ll post the material later this week through slideshare, but an overview is
1) The interactions that a contact centre is dealing with are growing more complex
2) Approximately 11% of interactions need some form of support from outside the contact centre
3) Many companies have no plans to deal with this – to the detriment of the customer service they offer
4) Leading companies are adopting various approaches to deal with this – training, procedure and technology
Come and visit us at Call Centre World to find out more about it.