A contact center can be defined as a coordinated system of people, processes, technologies and strategies that provides access to information, resources, and expertise, through appropriate channels of communication, enabling interactions that create value for the customer and organization. Contact centers, along with call centers and communication centers all fall under a larger umbrella labelled as the contact center management industry. This is becoming a rapidly growing recruitment sector in itself, as the capabilities of contact centers expand and thus require ever more complex systems and highly skilled operational and management staff.
One of our client in customer experience management company was looking out for information on upcoming and existing contact centers worldwide.
There are hundreds and thousands of contact centers hundreds being added up in a quarter on global basis which are extremely hard to track and follow up on. Not only this, many facets of a contact center need constant requirement of external resources such as access control systems, network security, infrastructure set-up, disaster recovery system, mechanical devices, etc. to drive its day-to-day executions.
With combination of technology and human intervention solution SMARTe was successful in helping its client with the information on upcoming and existing contact centers and the information about the decision makers, this helped the client in reaching out to right people on right time resulting in maximum ROI.
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