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Global Contact Center Benchmarking Report 2012 Published

Technological advances and increased service expactations by customers change the way in which companies handle sourcing, management and support of technology in contact centers. These changes raise the question whether the existing infrastructure can ensure the needed availability, flexibility, agility and mobility.

One of the great challenges for many contact centers is the maintenance and upgrade of legacy systems. These systems produce high costs, while at the same time they have to ensure excellent customer service over multiple channels and customer contact points.

These results are part of the recent global contact center benchmarking report 2012. For the report, 637 contact center from 72 countries were surveyed. According to the study "service availability and business continuity" have replaced "convergence" as the key trend of contact center technology.

The recommendation of the study: When sourcing new infrastructure components or technological upgrades, companies should consider not only their current but also their future technological needs.

Michael Schulze      19. November 2012

Author

Michael Schulze

Michael Schulze

Michael Schulze works as project manager for ALMATO since 2011.

The Nürtingen-born father of two is responsible for Real Time Interaction Management projects.

Since January 2015, he is also responsible for quality management at ALMATO.