If you’re an SME (small or medium enterprise) with a sub 50-seat contact centre, your technology needs and business priorities will be quite different to large enterprise. This short guide is a must read for any small contact centre thinking about buying new technology. Topics covered include:
1. defining priorities (eg. reducing cost or call volumes; migrating to the cloud)
2. customer experience metrics to measure
3. the importance of selecting the right channels (phone, email, SMS etc)
4. trends impacting SME contact centre solution choices.