Technology Use, Impact and Future Trends in Call Center

STUDY OVERVIEW
BENCHMARK CLASS
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Non-members: Click here to review a complimentary excerpt from "Building a World-Class Call Center: Technology Use & Future Trends."

Study Overview

Call centers today must focus on how to meet the needs of customers who are increasingly mobile, increasingly connected, and increasingly impatient with slow service. To keep up with competition, companies need to investigate new tools to support a growing variety of customer interaction channels. Leading organizations are increasingly modernizing technology and expanding connectivity options to optimize customer relations. This benchmarking research study provides participants with current metrics for call center performance in relation to new technology use. The study also examines future trends for call centers.

Best Practices, LLC conducted this benchmarking study to provide call center leadership with critical insights, reliable metrics, and trends data they can use to assess their operations and to help to shape overall strategic direction.

Key Topics

Call Center Technology Usage & Impact
Call Center Future Trends & Issues

Sample Key Metrics

New Technology or Systems Impacting Call Centers
Types of CRM/Customer Database Systems In Use
CRM Capabilities
New CRM Capabilities Driving Technology Adoption
Recorded Information Utilized Through Call Centers' IVR Systems
Other Uses for Call Center IVRs
Electronic & Innovative Communication Channels Used to Interact with Customers
Social Media Cost & Compliance Challenges Expected In the Next Two Years
Other Expected Future Issues or Obstacles

Sample Key Finding

New Channels & Tools: Up to 45% of companies expect to add new technology in the next two years to expand customer connectivity.

Study Methodology

Forty call center leaders from 35 pharmaceutical, biotech, medical device, diagnostic, OTC (Over the Counter), and consumer packaged goods companies participated in this study.

Industries Profiled:
Health Care; Pharmaceutical; Diagnostic; Manufacturing; Biotech; Science; Consumer Products; Medical Device; Distribution

Companies Profiled:
Abbott; ASP; Alcon; Biosense Webster; Alexion Pharmaceuticals; Colgate; Amgen; Cordis; Astellas; Baxter International; Biogen Idec; Boehringer Ingelheim; Daiichi Sankyo; Endo Pharmaceuticals; Ethicon; Johnson & Johnson; Genzyme; GlaxoSmithKline ; Janssen; McKessonHBOC; Medtronic; Merck; Nestle; Novartis; Ortho-Clinical Diagnostics; Pfizer; Procter & Gamble; RECKITT BENCKISER; Roche; Shionogi Inc.; Shire; Sunovion; Takeda Pharmaceuticals; Teva Pharmaceutical Industries Ltd; UCB Pharma; United Therapeutics

If you purchase Best Practice Database document(s), you will have 30 days from the date of purchase to apply some or all of the cost of the document(s) toward the cost of a Full Access Individual, Pharma, Group or University Membership. Write us at DatabaseTeam@bestpracticesllc.com or call David Guinn at 919-767-9179 if you have any questions.

Building a World-Class Call Center: Technology Use & Future Trends

ID: 5265

Features:

Pages/Slides: 34

Published: Pre-2019

Delivery Format: Online PDF Document

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