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Raj Wadhwani
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   FEATURED SUPPLIERS on ContactCenterWorld.com this week:  Global Benchmarking Study of Top Performers -medium-logo.jpg){kind=logo}   Click on the company name for more details! | Nick Culverwell - Sr. Management Consultant, Contact Centre Consulting, Telus Nick responds discusses the benefits and drawbacks of investing in new technology (and the training of employees that follows) in contact centers. 1.How do companies generally measure the return on investment in technology? 2.What do you recommend to contact center managers to justify technology training and achieve optimum results? 3.When it comes to buying new contact center technology, what tips would you give a manager looking at replacing their existing systems? 4.Only 7.2% of contact centers rate their use of contact center technology as cutting edge. Why do you think this percentage is so low and 5 years from now, could we expect much improvement – explain. 5.Email volume is increasing in 68% of contact centers. Do you think this volume will continue to increase, decrease or remain the same in the future, and what challenges will contact centers need to overcome to maintain adequate email support? 6.39% of contact centers force customers through an IVR/speech recognition system. Do you think this rate is too high or too low? Do you believe customers should be forced through IVR systems? How might the use of IVR’s affect customer satisfaction? 7.When was the last time you had a great ‘telephone’ experience with a company, what made it great? 8.What do you like about ContactCenterWorld.com and the way we support the industry? Related Groups
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