Press
7/1/2015

New trends in contact centers

Hlavnou výzvou kontaktných centier bolo v minulosti riešenie problémov telefonického kontaktu a tréning agentov.

Dnes je to najmä rastúca konkurencia, komunikácia cez rôzne komunikačné kanály ako chat, sms, sociálne siete, rastúce nároky na meranie výkonnosti a optimalizácia investičných a operatívnych nákladov. Tu je sedem trendov, ktoré by manažment kontaktného centra mal v súčasnosti adresovať.

 

 

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