In one sense, 2023 is playing out exactly as contact center leaders expected. Customer and agent experience demands are indeed high, and economic uncertainty is indeed forcing many organizations to meet these higher standards while dealing with tighter budgets. Digital communication is indeed on the rise, and challenges around unifying these touch points – and the data and experiences associated with them – continue to weigh on any organizations.
In another sense, 2023 has featured some unexpected developments.
How can businesses approach these developments? What factors should be top of mind as we move into the latter half of 2023? This guide provides the answers!
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