It’s a business truism that customer service can make or break customer relationships, so it stands to reason that contact centers should be considered a critical part of the enterprise and equipped accordingly. However, half of 225 global contact centers surveyed in April were using agent desktop technology that was more than five years old, Forrester noted in a report released this week. More than half of them planned to upgrade in the near future. Aging systems make it more difficult for contact center staff to deliver quality service.
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Customer Service Sucks? Blame Outdated Gear
Posted by: Richard Adhikari August 12, 2015 05:00 AMIt’s a business truism that customer service can make or break customer relationships, so it stands to reason that contact centers should be considered a critical part of the enterprise and equipped accordingly. However, half of 225 global contact centers surveyed in April were using agent desktop technology that was more than five years old, Forrester noted in a report released this week. More than half of them planned to upgrade in the near future. Aging systems make it more difficult for contact center staff to deliver quality service.