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6 Things Contact Centres Need To Know To Capitalise On The New Customer Experience

In a world increasingly being dominated by digital, today’s contact centre professionals have embraced a new customer experience.

As customer expectations continue to be transformed by new technologies, contact centres have begun to recognise customer satisfaction as a critical focus for growth in the future, with many placing emphasis on the importance of creating an omni-channel engagement centre.

4 Reasons Why Reducing Agent Effort Should Be Your Contact Centre Top Priority

What keeps customer contact leaders up at night? Common answers include reducing costs, creating more seamless customer interactions, leveraging chatbots, embracing the omnichannel revolution and improving support in digital channels. “Reducing agent effort” however is a far less popular option. It is time to change that reality. Read on to find out why this could be the answer to your contact centre strategy.

Tackling Key Challenges in Being Truly Omni-Channel

As the global economy becomes increasingly interconnected and technologically advanced, consumers are both driving and also responding to great changes in the way they can research and complete purchases. As the range of consumer choice grows, so does the customer’s desire for convenience: a quick, simple way to discover what they want and secure it with a minimum of fuss.

In this article, we look at how contact centres manage key challenges, strategies while preparing for a truly omni-channel adoption.

The Past, Current & Future for Contact Centres

This easy-to-read infograph will show you the key trends and major differentiators of the past, current and future of contact centres.