Mid-sized call centers take a digital-first approach: Spotlight on North America

Cloud solutions to power customer service in 2019

With evolving consumer demands, organizations, both big or small, are realizing 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 centers 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 North America highlights specific findings from respondents in the United States and Canada.

In this regional highlight, you will learn:

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