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The Servicing/CRM System Dilemma – An International Benchmark Study of Contact Center Servicing/CRM Application Challenges (Whitepaper)

The Servicing/CRM System Dilemma – An International Benchmark Study of Contact Center Servicing/CRM Application Challenges

12/30/2010
By Donna Fluss

 

A survey of 93 enterprise, operations, contact center and IT managers, directors, leaders and decision‐makers around the world found that a growing number of contact centers of all sizes have started or already are looking for a variety of low‐risk approaches to enhance and optimize their contact center servicing/customer relationship management (CRM) applications. Many of these companies have been sitting on the sidelines for the past ten years waiting for an ideal solution to enter the market to help them improve or replace their existing servicing/CRM application. Under pressure to improve contact center performance while reducing operating expenses and enhancing the customer experience, managers are turning to technology to help them realize the necessary agent productivity improvements.

This benchmark Report reviews five related topics for contact center and enterprise managers:

  1. 2011 Contact Center Challenges and Goals
  2. 2011 Servicing/CRM Application Challenges and Priorities
  3. What Enterprises Want from Contact Center Servicing/CRM Applications
  4. 2011 Contact Center Technology Investment Plans
  5. Changing Market Dynamics: At‐Home Agents

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