In the past, contact center management looked inward to improve the efficiency of the agents, reduce agent turnover, and reduce costs. The contact center was viewed as a cost center. Today the contact center has evolved into a profit center by focusing outward to the customer delivering a better richer experience. The contact center agent represents the enterprise so the customer experience should produce more business and greater customer loyalty.
Ernie Wallerstein, President, Americas for Enghouse Interactive www.enghouseinteractive.com and Gary Audin discuss contact centers, past, present and future in this podcast recorded at Enterprise Connect 16. The podcast covers Omnichannel vs. multi-channel, improving the quality of service the customer experiences, analyzing customer interactions, and better contact center ROI. The introduction of WebRTC is expanding but it varies by market vertical, gender, age, and culture according to Ernie.
Enghouse Interactive’s integrated suite of so