5 Ways to Cut Contact Center Costs
In 2021 customer experience is more important than ever. According to a recent report by PWC, 73% of customers are making buying decisions based on Customer Experience while 86% of customers admitted that they don’t mind paying more for a high-quality customer service…..
How to Calculate the ROI of Knowledge Management
Finding a reliable method of calculating the Return on Investment (ROI) for a contact centre when changing or choosing a knowledge management software is an issue many professionals struggle with. The difficulties come down to the many variables and metrics each business uses to measure the financial impact of knowledge management software on a certain initiative.
