White Paper: Top 5 steps to a world-class contact centre

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Genesys has released a White Paper called ‘Top 5 Steps to a World-Class Contact Centre’.

Changes in customer behaviour and expectations are causing organisations to make dramatic shifts in how they engage with customers. The requirements for a world-class contact centre in this new environment have also shifted.

This White Paper explains the five key steps to keep in mind when building an outstanding contact centre in today’s rapidly changing customer landscape:

Be sure you are measuring and acting on the right things
Understand, embrace and take advantage of multi-channel engagement
Put the right systems and infrastructure in place
Continuously optimize your workforce
Leverage customer insights from across the enterprise

Click here to download the White Paper

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

Connect with Megan on LinkedIn

White Paper: Top 5 steps to a world-class contact centre

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