Recent research (published on CRMBuyer.com) with the Competitive Framework, interviews with end users and analysis by Aberdeen, the success of a contact center depends on a combination of empowering technology and focused enhancement of very specific capabilities.  In brief, the follow three factors have the greatest impact:

  • Knowledge management
  • Technology like analytics and monitoring
  • Customer satisfaction measurement

See the full article and gain clearer insight into the findings here.