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A recent Accenture study of 13.000 customers in 32 countries shows that the number of customers switching due to poor service has, from 2011 to 2012, increased 4%, from 62% to 66%. Nonetheless, 82% of customers that switched say companies could have done something to prevent them switching, primarily first contact resolution.

But increased first contact resolution remains a challenge when many of today’s contact centers still use multiple loosely-linked applications that are a challenge for agents to navigate while trying to successfully manage interactions with customers.

The infographic below highlights why multimedia desktop applications that empower agents to process business tasks, using multiple applications, while controlling all media, are a powerful tool to increase customer engagement.

Altitude Software Unified Desktop Infographic

(Click here to Download Full PDF file)

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