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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: * key trends for the mid-market contact center * how contact centers are handling multi-channel customer contacts * how supervisors and agents use tools to create a customer-centric environment

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