Did you know the cost of poor customer service is over $41 billion per year? Clearly, that number is too big to ignore. More than ever, businesses are competing to deliver superior customer service experiences. In fact, Zendesk reported that 82% of customers stopped doing business with a company because of bad customer service.

The best way of deciding how to improve performance at the contact center is to step back and look at it from a 360-degree view. It’s a lot to consider, which is why this whitepaper will help highlight the most popular areas being forecasted this year.

These 9 call center trends will give contact center managers a solid understanding of how they can help shift operations into high gear. Continue reading →