Contact Center's Customer Experience in Brazil

An Overview of the Market's Current Scenario and Recommendations for Companies on Customer Experience Management

The study covers the quality of Brazilian contact center customer service. For example, PROCON state consumer protection bodies are executing national policies at municipal and state levels, while corporate complaint Web sites ReclameAQUI function to provide customers relief in the network world of LinkedIn, Twitter, and Facebook. While a lot has been done, a lot remains in the way of truly reviving the Brazilian consumer belief that companies mean well, because it has become a custom for many to make dissatisfaction public on social media.

Table of Contents

• Executive Summary
• Market Overview
• Market Trends and Analysis
• Contact Centers' Customer Experience Case Studies
• Strategic Recommendations
• The Last Word
• The Frost & Sullivan Story