Dimension Data (News - Alert), an ICT solutions and services provider, has announced the results of its 2012 Global Contact Center Benchmarking Report which includes information collected from more than 600 contact centers in 72 countries.
The 2012 Benchmark Report results are taken from six important business areas and offers users access to more than 350 performance metrics. With the help of its online Benchmark Results Portal, all of the company’s data can be filtered down by region, sector, size and provider type as it is typically presented at a worldwide level.
According to this latest report, quick adoption of evolving communications channels is making a considerable impact. Among these, most of the impact is enabled by new mobile and smartphone devices, wireless connectivity and social media, the report states.
As a result, companies are now looking to offer additional service channels as users want a variety of types of collaboration when they contact companies.
“Historically, organizations have set the tone as to how they collaborated with their customers," said Andrew McNair, head of global benchmarking for Dimension Data. "Now, it's the customer who's determining when and what channel they will use. The big question now is how quickly organizations can facilitate this evolution. This poses a significant challenge as businesses struggle to keep pace with increasing technology demands.”
Recently, the company announced it achieved Cisco Cloud Builder designation within the Cisco (News - Alert) Cloud Partner Program. Dimension Data completed the needed competencies in all cloud infrastructure components, including networking, security, storage and virtualization solutions, compute, a formal cloud professional services practice and cloud management applications.
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Edited by Stefania Viscusi