highlights
This year's Benchmarking results indicate that, as an industry, we are on the cusp of the next stage of evolution. More and more organisations are recognising the role the contact centre can play in creating value for the business.
This year's results show that this transition to value generation is underway. Contact centres are identifying sales opportunities and organisations are managing customers in a more pragmatic way. Technology in the contact centre is changing to deliver integrated solutions to support value generation.
Just some of the many highlights in the Report:
- Customer lifetime value is back on the radar
- More complexity for agents
- Home-working becoming a reality
- Call volumes are on the rise
- Deploying IP becomes the number one technology trend
For these and more key themes and findings from this year's survey, read the Benchmarking Summary Report 2009. For in-depth analysis and insight into this year's results and a comprehensive report, order your copy of the Global Benchmarking Report 2009.