With evolving consumer demands, organisations, both big or small, are realising the tangible benefits of enhancing customer experience (CX) through seamless customer engagement. Technology is an essential lever in enabling even small businesses to improve customer and employee engagement, altering the basis of competition with larger, more well-established enterprises.
Frost & Sullivan, in collaboration with Genesys, conducted a study to understand how mid-sized call centres are dealing with the changes in customer engagement and their impact on business. The survey also focused on uncovering their aspirations, priorities, and challenges.
This Spotlight on Europe highlights specific findings from respondents in six markets – United Kingdom (UK), France, Italy, Denmark, Sweden, and the Netherlands.
In this regional highlight, you will learn: