The customer support (CS) department is an important department as it helps in customer retention and customer satisfaction. According to a research, it was found that 78% of customers indicate competent CS agents are the key in keeping their satisfaction levels high. Contact center software plays a crucial role. If the software is updated if one wants to invest in a positive customer experience and increase employee engagement. Read more at: http://it.toolbox.com/blogs/voip-news/your-customer-support-department-would-kill-for-these-contact-center-features-70686