Customers now interact with businesses on more channels than ever— including email, live chat, social media, SMS, and live messaging services. To understand how mid-sized call centers are dealing with the changes in customer engagement, Frost & Sullivan surveyed 600 business and IT decision makers globally to uncover their aspirations, priorities, and challenges.
Get the global research report and regional spotlights on North America, Latin America, and Europe to see the complete results. Key insights include:
In North America, 64% expect to apply artificial intelligence (AI) to engagement channels whereas 52% plan to support messaging apps and virtual assistants over the next two years
In Latin America, over 50% of call centers are considering the cloud to mitigate business challenges
Europe believes improving customer loyalty and lifetime value are the most valued business benefits ahead of customer satisfaction and revenue goals