Midsized call centres take a digital-first approach: Spotlight on Europe

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:

• The value exceptional customer experience brings to mid-sized call centres in Europe
• How mid-sized call centres in Europe are pursuing customer service excellence
• Critical areas and technology options for mid-sized call centres to consider to deliver great customer experience