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White Paper: 2017 US Contact Center Decision-Makers Guide MOBILE

White Paper: 2017 US Contact Center Decision-Makers Guide MOBILE

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The “US Contact Center Decision-Makers’ Guide (2017 – 10th edition)” is the major annual report studying the performance, operations, technology and HR aspects of US contact center operations.

This White Paper is taken from the “Mobile Customer” chapter, sponsored by Jacada

Jacada at a Glance:
• Key customer base sector: Telco; Finance; Insurance; Utility
• Key technology partners: Cisco; Avaya; Amdocs; Optus; Liveops; Zendesk;
• Over 50% increase in self-service adoption
• A reduction of at least 10% in inbound call volume
• Up to 50% reduction in Average Handling Time (AHT)
• Up to 90% reduction in Agent training time
• 35% improvement in First Call Resolution (FCR)
• Over $50M of savings for worldwide customers

White Paper: 2017 US Contact Center Decision-Makers Guide MOBILE

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