Today's consumers are more empowered by technology than ever before, meaning every customer interaction matters. It is imperative that today’s modern customer service organisations offer customers a seamless engagement experience that is personalised, pain free and connects them to the right service (whether automated or via a call centre agent) to address their needs.
Forrester Consulting evaluates contact centre operations for organisations that are using IVR and WFO solutions as part of their operations.
Download the study to find out how:
A Forrester Consulting Thought Leadership Paper Commissioned By Contact Solutions, a Verint Company, April 2017
Forrester Consulting provides independent and objective research-based consulting to help leaders succeed in their organizations. All rights reserved.
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