| NOTAS: | "In coming years, enterprises’ customer service delivery planning will focus on streamlining complex processes to accommodate a series of technology shifts and changes in customers’ expectations. Contact centers, which are built to be risk-averse and inherently conservative business units, are facing unprecedented changes in the external environment. Customers are exercising greater power of choice thanks to mobile devices, social media, and the array of available contact channels. Vendors have
offered many new tools and platforms to allow companies to respond to customers’ changing behavior." |
