Customer experience (CX) is a key business priority for all organisations – irrespective of the organisation size.
Many of the contact centre solutions in the market can be complex and expensive and may not be suitable for a family-owned business or for a business requiring less than 30 agents. What these businesses look for in a solution include: inbound, outbound, call recording, workforce optimisation and basic analytics capabilities. SMEs tend to use contact centre solutions that come with telecom services and have a one-off implementation fee. The overall cost of the solution – including agent licenses and other associated costs such as training – has to be affordable for the SMEs.
This whitepaper provides CX decision makers in Australia’s SMEs with global best practices, to help them understand the priorities of SMEs in running their day-to-day contact centre operations, including case studies. The data mentioned in the paper is from the global Ecosystm CX Study that is live and ongoing on the Ecosystm platform.
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(Clicking on this link will take you to MaxContact website where you can download the document )
Ecosystm pens a detailed case study examining how Norske Skog Australasia (NSA) successfully transformed its operations by adopting Ramco ERP solution.
The case study outlines how within eight months, Norske Skog Australasia (NSA), a world-leading producer of newsprint and magazine paper, replaced its legacy systems with an intelligent ERP that helped the organization achieve tangible business benefits. This includes automation of manual processes, faster invoice processing, cost savings among many other benefits.
Listen to Ecosystm Principal Advisor, Tim Sheedy, talks about the ERP transformation
Case Study: Norske Skog Australasia (NSA) RAMCO ERP
(Clicking on this link will take you to the Norske Skog Australasia website where you can download the case study)