How can todays call centre remain competitive in the face of offshoring?
Technology can be a major competitive differentiator and increasingly companies are looking to implement voice over IP (VoIP) systems at their contact centres in the UK to enable cheaper and more flexible and efficient customer contact management. Customer experience is gaining increasing importance in the success of the contact centre, with greater emphasis on service value to the customer, as lower-end functions are automated or offshored. Technologies are continuously improving and providing contact centre agents with enhanced capabilities, which in turn improves the customer experience.
