The Customer-Centric Mid-Market Contact Center

Today's mid-sized contact centers are demanding the features typically found in much larger customer care environments. In order to provide quality customer service and create exceptional customer loyalty, mid-sized contact centers need to take a customer-centric approach to handling contacts--whether traditional voice, text chat, or email. To create a customer-centric environment, contact centers must provide tools to supervisors and agents to develop a complete view of the customer. This includes workforce optimization features, including quality monitoring, workforce management, and scheduling. In this session, you'll hear about: * ke...