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Business Intelligence

 
 
     
 

New Report on the Evolution of Social Customer Service in Spain

 
   
 

Altitude Software has presented, for the second straight year, a major research report on the State of Social Customer Service in Spain. "El Consumidor Social 2016: Madurez del Social Customer Service en el Mercado Espanol 2015" monitored 75.000 interactions relating to 79 companies in 11 industries. There is a positive evolution in the social customer service provided by companies in Spain. It is now widespread but falls short on being proactive and on solving complex issues, which are transferred to other contact channels (namely voice). For this research Altitude partnered with Two Quality; Transcom; AEERC and Oraquo. You can download the report here (in Spanish)

 
 
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Market Intelligence

 
 
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Report: Debt Collection Companies in Brazil to Invest in Technology
 
   
 

Altitude has developed, together with leading industry association Instituto GEOC, and Cantarino Brasileiro, the first ever Directory and Annual Report on the Debt Collection Industry in Brazil. It profiles the main companies in the industry, includes economic and industry data, and a report developed from a survey of the sector, together with analysis from the main players and industry associations. Debt Collection in Brazil is a growing industry that is investing in technology to increase effectiveness and productivity despite the economic downturn.

You can download it here (in Portuguese)

 
 
 
 

Operational Intelligence

 
 
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How to Align People, Tools and Performance Indicators for Contact Center Campaign Success.

 
   
 

Contact Centers are lagging in ensuring that the same management disciplines are applied across all channels and that the performance indicators are aligned across different levels of the organisation. Recent research (1) show quality measurement to be lacking in new digital channels (49,6% versus 89% in the voice channel), and while most decision makers name first contact resolution as the top indicator for operational performance, productivity is named as the top indicator for agent performance.

Altitude’s new guide – “Three Steps to Boost Your Sales at The Contact Center” - focuses on how to align people, tools and performance indicators for contact center campaign success. This new Guide explores the three main elements to consider and provides guidelines on how to empower your agents; How to embrace automation; How to measure key metrics.

To download our new Guide Three Steps to Boost Your Sales at The Contact Center, click here.

 
 
 

Partnership

 
 
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Altitude and Comways Partner to Deliver New Contact Center Solutions for High Growth Companies in Benelux

 
   
 

Altitude and Comways, a provider of integrated solutions for contact centers announced a strengthened partnership in Benelux to focus on providing a new generation of flexible, easy to use,  contact center solutions in the cloud.

Altitude’s partnership with Comways has a great track record improving the performance of leading companies in Benelux - such as Sodexo, Intrum Justitia, Euroconsumers and SNCB - through the implementation of customer engagement strategies and advanced Altitude contact center solutions.

Now, both companies are strengthening their partnership in Benelux to focus in delivering a new generation of Altitude Xperience solutions in the cloud, with advanced functionality, high scalability, setup simplicity, and flexible subscription plans to enable accelerated business impact. Companies immediately benefit from using enterprise-class tools and features in a flexible, secure and scalable cloud environment.

 
 
 

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