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Introduction
In today’ s economic climate, businesses need to do more with less. Budgets are tighter, while costs are rising. The workplace demands increased efficiency and agility, but with fewer people and resources.
Meanwhile, competitive pressures are high. The internet and digital landscape provide instantaneous online access to any product or business, from any device and anywhere in the world. The normal pace of business is fast and“ always-on”, while consumers consistently ask for more.
Your customers expect better products, better prices, and better experiences. They want convenience, speed, and accuracy. It’ s easier for them to switch brands as soon as something goes wrong. One click and they’ re gone.
It’ s easy for your employees to leave too. Employee attrition has never been higher, especially for frontline workers and even more so for those who work in the contact center, where stress levels can ride high.
Research by Gartner reveals that frontline workers want stability, flexibility, and control over where they work, what they work on, and when they work. Like your customers, they too want better experiences.
One of the most important drivers for long term success is how your organization directly communicates with your customers, and as the bar for customer experience continues to rise, so do the expectations for the contact center.
The contact center after all, is the heartbeat of every business. It’ s the vital component of a business’ s well-being. The essential link between your
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