| EDITION: | GLOBAL | NORTH AMERICA | CENTRAL & SOUTH AMERICA | UK & IRELAND | EUROPE | MIDDLE EAST & AFRICA | AUSTRALIA & NEW ZEALAND | ASIA |
Raj Wadhwani
President
   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! | Video Interview: Martin van Niekerk- CRM National Practice Leader, Avaya Canada Corp. Martin met with us to discuss customer retention and the sometimes problematic usage of new technologies in a contact center setting. 1.In your opinion, do you feel contact centers offer consistent CRM across all channels? 2.Do you feel that enough attention and expenditure is directed on training frontline agents/ reps in the value of developing and maintaining customer relationships? 3.Should agents rewards be linked directly to the strengths of the customer relationships they are building and why? 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 cvercome 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 IVRs 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
Related Videos More Editorial from Avaya
|            | |||||||||||||
-Back To Top- | Request Information from CRM & Contact Center Suppliers | About ContactCenterWorld | |
