Contact Centres: ""Learning to Leverage Existing Assets to Maximise Customer Satisfaction""
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Overview: Recent Frost & Sullivan research forecasts renewed growth in the EMEA contact centre market. The EMEA contact centre market is enjoying renewed growth thanks to equipment upgrades in Western Europe and new sites in Eastern Europe and the Middle East and Africa. Historic economic conditions, however, have resulted in contact centres concentrating too much on achieving cost savings. This has resulted in unproductive and inefficient implementations. New investment is, therefore, currently focused on leveraging existing assets by increasing agent productivity and process efficiency. As market conditions improve managers are starting to balance cost saving initiatives with productivity and revenue enhancements.