Altitude Releases Guide to Boost Sales at The Contact CenterHow to Align People, Tools and Performance Indicators for Contact Center Campaign Success.
Lisbon, Portugal, 8 November 2016 – Contact Centers are lagging in ensuring that the same management disciplines are applied across all channels and that the performance indicators are aligned across different levels of the organisation. Recent research (1) show quality measurement to be lacking in new digital channels (49,6% versus 89% in the voice channel), and while most decision makers name first contact resolution as the top indicator for operational performance, productivity is named as the top indicator for agent performance.
As the digital transformation of companies continues, digital interactions are bound to dominate and customer experience to be recognised as a clear differentiator, but contact centers are still failing at bridging a growing gap between service delivery and customer expectations.
Altitude’s new guide – “Three Steps to Boost Your Sales at The Contact Center” - focuses on how to align people, tools and performance indicators for contact center campaign success. This new Guide explores the three main elements to consider and provides guidelines on:
- How to Empower Your Agents;
- How to Embrace Automation;
- How to Measure Key Metrics.
“While considering all the variables, contact center decision makers must keep in mind that the main objectives are to increase sales and provide customers with an excellent experience. Empowering agents, automating tools, and closely monitoring the contact center performance will bring positive results and sustained levels of efficiency to your business” states the guide.
Altitude direct presence through 12 offices in four continents and a strong partner network ensure that Altitude costumers leverage existing technology investments, adding value without disruption across a wide range of situations with low total cost of ownership. More than 1100 companies in 80 countries around the world use 300.000 licenses of Altitude robust, modular software suite that handles all customer interactions and unifies all touch points throughout the organization in an open, platform-independent solution, based on standards.
To download our new Guide Three Steps to Boost Your Sales at The Contact Center, click here.
2016 Global Contact Centre Benchmarking Report: http://www.dimensiondata.com/Global/Global-Microsites/CCBenchmarking
Altitude (www.altitude.com) is a global provider of omnichannel solutions to deliver great customer experiences. Its solutions help companies and organizations unify all customer interactions and become more customer-centric. Altitude uCI (Unified Customer Interaction) is a robust, modular software platform that handles all customer interactions and unifies all touch points, in the contact center and throughout any organization.
More than 300.000 users in 1100 customers in 80 countries use Altitude uCI solutions to manage in real time enterprise functions like Customer Service, Telemarketing, Debt Recovery; Help Desk; Citizen Attention, etc. Altitude has a track record of 22 years of customer and industry recognition and has won dozens of awards for innovation and tangible results with customers in key markets worldwide. It has 12 offices in four continents, a 160-strong worldwide partner network and is ISO 9001 certified for its worldwide support. Altitude Software can be reached at +351 21 412 98 00 or emailed to firstname.lastname@example.org
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