Avaya Contact Centre Consumer Index Report 2011

 This Tuesday Dr Catriona Wallace presented the results of her 2011 Contact Centre Consumer Index report to an audience of contact centre industry professionals. She spoke about the findings from her New Zealand research and how these compared with the Australian results, as well as nine other countries around the globe.

Just one example from the research is that there are now 12 commom channels a consumer can choose from to interact with a contact centre. The challenge for contact centre managers is working out which channels their customers want to use, and how to use the technology and people resources available to them to maintain high levels of customer engagement.

The team at Agile would love to come and talk to you about the full report - click here and we will get in touch to arrange a time.

To download a copy of Dr Wallace's presentation click here.