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Published on: March 27, 2008
Type of content: WHITE PAPER
Format: Adobe Acrobat (.pdf)
Length: 8 pages
Price: FREE

Overview:
This survey highlights the importance of the contact centre experience and the direct impact it can have on revenue and consumer loyalty. It also reveals some interesting trends in consumer expectations which vary considerably across geographical regions.
While most contact centres have typically been managed as a resource that responds to customers’ requests for service, a signifi cant opportunity exists for contact centres to be more proactive in building engaging relationships with their customers. 89% of consumers have indicated they would like to receive proactive communications from their suppliers.