Multi Channel Cloud Contact Center
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Transcript of Multi Channel Cloud Contact Center
Multi-Channel Cloud Contact Center
Future of Customer Experience Management
Top three drivers for investing incustomer experience management
Cloud Contact Center
Multi-ChannelContact Center
Quality and PerformanceManagement
The top 5 metrics to be sharedwith agents in real-time
In 2013, 62% of organizations were already using cloud-based contact center solutions and this number
is expected to grow by 25% in 2015
By the end of 2015 more than 18% of contact centerseats will be delivered by cloud-based contact center infrastructure providers
At year-end 2016, more than 50% of Global 1000 companies will have stored customer-sensitive data in the public cloud
Improve customer retention – 42 %Improve customer satisfaction – 33 %Increase cross-selling and up-selling – 32 %
31% of organizations closely monitor the quality of interactions with target customers
Number of calls in queue
30% of customer service engagements are via email, web self-service, chat, and other online techniques
57% best in class companies measure support center success across email, chat, web, and voice
Service level
Customer satisfaction
Schedule adherence
First contact resolution
60% of all repeat calls are process or training driven
31% of organizations recognize and reward employees for improving customer experience
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86% of contact centers are multi-channel, and
74% of customers are using over three channelsfor customer service
www.orchestrate.com
Toll Free: 800-232-5130
1. http://www.gartner.com/technology/research/predicts/2. https://www.forrester.com3. http://www.aberdeen.com/4. http://www.dmgconsult.com5. http://www.icmi.com6. http://cfigroup.com7. http://cloudcomputingtopics.com/ Frost & Sullivan
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