{"id":155437,"date":"2019-06-26T05:09:36","date_gmt":"2019-06-26T12:09:36","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=155437"},"modified":"2020-07-28T10:11:49","modified_gmt":"2020-07-28T17:11:49","slug":"midsized-call-centres-take-a-digital-first-approach-spotlight-on-europe","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/en-gb\/resources\/midsized-call-centres-take-a-digital-first-approach-spotlight-on-europe","title":{"rendered":"Midsized call centres take a digital-first approach: Spotlight on Europe"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<h1>Midsized call centres take a digital-first approach: Spotlight on Europe<\/h1>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h2>Cloud solutions to power customer service<\/h2>\n<p>[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_row_inner][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text]<span style=\"font-weight: 400;\">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. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Frost &amp; 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. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">This Spotlight on Europe highlights specific findings from respondents in six markets \u2013 United Kingdom (UK), France, Italy, Denmark, Sweden, and the Netherlands. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">In this regional highlight, you will learn:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">The value exceptional customer experience brings to mid-sized call centres in Europe<\/span><\/li>\n<li><span style=\"font-weight: 400;\">How mid-sized call centres in Europe are <\/span><span style=\"font-weight: 400;\">pursuing customer service excellence<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Critical areas and technology options for mid-sized call centres to consider to deliver great customer experience<\/span><\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;311937&#8243; img_size=&#8221;full&#8221;][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/3&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not You?<\/a><\/p><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input 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name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Just researching<\/option><option value=\"Gathering business requirements\">Gathering business requirements<\/option><option value=\"Comparing solutions\">Comparing solutions<\/option><option value=\"Ready for a conversation\">Ready for a conversation<\/option>\n        <\/select>\n        <label for=\"fe222\">Level of Interest<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1-20<\/option><option value=\"21-50\">21-50<\/option><option value=\"51-100\">51-100<\/option><option value=\"101-300\">101-300<\/option><option 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Technology is an essential lever in enabling even small businesses to improve customer and employee engagement, altering the basis of competition with [&hellip;]<\/p>\n","protected":false},"author":45,"featured_media":155445,"template":"","tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[16260],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-155437","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_capability_sitewide-digital-en-gb","tax_content_type-report-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/155437","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/45"}],"version-history":[{"count":6,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/155437\/revisions"}],"predecessor-version":[{"id":329964,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/155437\/revisions\/329964"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/155445"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=155437"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=155437"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=155437"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=155437"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=155437"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=155437"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=155437"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=155437"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=155437"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=155437"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=155437"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}