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The Harte Hanks Blog

Should Your Contact Center Get Stuck in the Clouds?

By Omer Minkara

The short answer is yes. It should. Let me tell you why. Cloud technology is the new standard on the scene these days, but making the transition can also be a bit of a challenge for small to mid-sized contact centers. While the technical change-over can be daunting, SMBs need to focus on the positives.

The table below showcases the top objectives SMB and mid-sized contact centers identified that drive customer care activity.

Table I: Mid-size Firms Focus more on Enhancing Agent Productivity and Add Flexibility to Handle Omni-Channel Needs

Top Goals/Objectives
SMB Contact Centers Mid-size Contact Centers

Improve customer experience …read more

Source: Aberdeen Group

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