Dealing with The Growing Demand for Faster Social Customer Service Response Time

Customers’ using social media to interact with brands has changed not only how we conduct customer service, but also how we do business in general.  The number of consumers that engage with companies through social media grows daily.  According to research from JD Power, an estimated 67% of consumers have used social media sites for […]

Contact Center News Update – December

With so many news article, white papers and case studies being published every day, how do you stay on top of it? The Stratus Contact Solutions team has compiled a Contact Center News update, packed with useful content published in December:

Cloud Based Contact Center – Global Market Forecast to 2020

“The global cloud-based contact center market is expected to grow from USD 4.68 billion in 2015 to USD 14.71 billion by 2020, at a Compound Annual Growth Rate (CAGR) of 25.7%,” according to this announcement at ContactCenterWorld.

Creating a Profitable Call Center

Running a call center as a pure cost center not only produces a sweatshop environment for agents, it’s also bad for business. Could you be losing revenue by focusing too much on efficiency?

Round Table: From Contact Center to Customer Engagement Center

Some are arguing for the concept of the Customer Engagement Center (CEC) as a natural progression from contact center to engagement center. This roundtable will focus on how this shift is being achieved today, and can be achieved in the not-too-distant future. contact center news update leader best practice image

Three Global Contact Center Benchmarking Mistakes to Avoid

The process of contact center bench-marking is fraught with missteps. Here are some mistakes to avoid if you want to truly create useful metrics and gain a competitive edge.

Infographic: Are These 4 Customer Experience Nightmares Haunting Your Contact Center?

With nearly three-quarters of consumers (72%*) stating that a sub-par experience would convince them to never do business with that company again, the stakes are alarmingly high. Discover how you can measurably improve customer experience by identifying gaps between service and expectations in this handy infographic!

Ready to take your contact center to the next level?

From high-touch customer care to social media strategy development and support, Stratus Contact Solutions can help. Whatever your business might be, our US-based contact center’s team offers the right blend of business expertise, leading-edge technology, and customer care know-how to deliver measurable results. Contact us today to learn more!

Contact Center Trends & Challenges [Infographic]

Released earlier this year, the Global Contact Center Benchmarking Report is an invaluable resource for Contact Center professionals and suppliers wanting a single point of reference on key aspects affecting customer management, including the latest contact center trends. Produced by Dimension Data, it offers a comprehensive global overview of the state of multi-channel interactions, and customer management in contact centers.

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