Strategic thinking is required to improve the performance of call centres, according to a new study.
This was proposed in Voice Print International (VPI) and Ventana Research 2009 Agent Performance Management benchmark.
The research suggested that strategic thinking could boost customer interaction.
It also advised firms to make better use of technology and applications available to them, suggesting that this could include unified communications and call routing.
Patrick Botz, corporate vice-president of marketing for VPI, said: "Today's forward-thinking companies are positioning themselves for rapid improvements in customer satisfaction and operational efficiency by planning investments in more intelligent, automated interaction recording and contact center workforce optimisation software tools."
He explained that firms are taking this route in order to survive the economic downturn and prepare for the forthcoming upswing.
In other news, energy provider Bord Gais Networks has been named as the best overall customer contact centre of the year by the Customer Contact Association.
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