All contact centers – inbound, outbound or blended – whether simple or highly sophisticated, use a blend of people, process and technology to identify and address customer needs and wants. This white paper explains the purpose, value and benefits of cloud-based contact centers, their core functional capabilities, standard architecture, and the key performance indicators (KPIs) required to manage them effectively.
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How premise-based compares to cloud-based centers and the benefits of moving to a cloud-based solution.
The core cloud-based contact center infrastructure and functionality.
Top Contact Center Key Performance Indicators
“Contact centers are the primary customer touch point for companies of all sizes. Whether a contact center is a formal operating environment with as few as 50 or as many as 20,000 agents, or an informal one with 3 to 20 employees handling inside sales, appointment scheduling, reservations or technical support, it is the department that customers reach out to when they have a question, problem, or need to place an order. It is also the organization that reaches out to customers proactively, to build and enhance relationships.”
In this paper you will learn: