2012 CRM Multichannel 
Kayako
JANUARY 5, 2017
According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. businesses’ existing CRM systems can’t track customers’ social media interaction.”
VocalCom
JUNE 18, 2020
All these capabilities, plus the benefits of native integration with CRM applications, will enhance the overall experience of both agents and customers with full contextual data, helping the customer feel looked after and valued at a time of uncertainty.
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CSM Magazine
DECEMBER 8, 2015
Training and staff retention was cited as the top challenge by 33 percent of respondents, a big shift from ASQ’s last customer service survey in 2012, when it was rated as the least significant challenge. Results indicated little disparity from country to country.
VocalCom
JUNE 16, 2020
Vocalcom has been deploying Cloud Contact Center solutions since 2012, enabling organizations with the latest innovations to improve agents’ productivity and customer experience. The post « The COVID-19 pandemic has put to the fore the importance of the contact center », Carlo Costanzia appeared first on Vocalcom Blog.
RichCall
SEPTEMBER 13, 2017
ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Of course, it took about 20 years for CRM to become an overnight success. In fact this number increased from 67% in 2012 to 84% in 2015. Contact Center and CX Research and Reports. In 2011 Gartner predicted that. Lutz Remmers.
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