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Customer Contact

Newest Customer Contact 360° Research

1
Movers & Shakers Interview with Vinod Kumar, Managing Director and Group CEO - Tata Communications
September 19th
1
North American Contact Center Systems Market
September 19th
1
Analysis of the Contact Center Outsourcing Services Market in Latin America
August 26th
1
Automation and Self Service Market Trends in Latin America
August 11th
1
Emerging Opportunities in African BPO Markets
July 26th
Customer Contact Research List
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contact center100.jpgContact centers play a critical role in most organizations as the primary channel for interacting with customers and driving customer satisfaction, loyalty, and revenue growth. Contact centers support various customer interaction channels, including telephone, e-mail, chat, Web self-service, mobile, video and social media interactions.

Companies in virtually every industry, from banking/financial services, telecommunications, healthcare, technology, retail, manufacturing services, and public sector use contact centers for sales, marketing, and service and support functions in their business.

  Contact Centers Key 360° Issues

  • Companies outside of your industry continue to raise the bar for customer service excellence
  • Urbanization and rise of the middle class in BRIC and other emerging economies increase both the volume and sophistication of customer interactions that contact centers need to handle
  • Consumers are increasingly more technology-savvy and expect 24x7 customer service and support across devices and channels of their choice, such as social media

Sector Coverage

Multi-Channel Contact Center

Voice
IVR/Speech
Web Interactions
Social Media
Mobile
Video

Contact Center Outsourcing

Customer Service
Tech Support
Sales
Collections
Home Agents

Agent Performance Optimization

Quality Monitoring
Workforce Management
Analytics
Agent Desktop
Agent Lifecycle

Hosted Contact Center

Inbound
Outbound
IVR
Multimedia
APO



Industry Convergence

Aerospace & Defense
Automotive & Transportation
Business & Financial Services
Chemicals, Materials & Food
Public Sector
Consumer Technologies
Electronics & Security
Energy & Power Systems
Environment & Building Technologies
Transformational Health
Industrial Automation & Process Control
Measurement & Instrumentation


TechVision

Click HERE to learn more about TechVision
Advanced Manufacturing Automation
Information & Communication
Microelectronics
Sensors & Control