In the age of customer autonomy, meeting modern expectations requires more than responsive service—it demands empowering customers to take control of their journeys.

This briefing explores:

• Why customer empowerment is so challenging.
• How to avoid common pitfalls and enable true customer autonomy.
• Real-world case studies showcasing the benefits of delivering experiences on the customer’s terms.
  

Driven by real-world insights and exclusive research, this Special Report uncovers a framework for success.

Topics include:

• Startling truth about the “competency gap” that is preventing agents from excelling at high-value work
• Cultural factors that are jeopardizing the ability to elevate contact center performance
• Four ways the role of the contact center supervisor will change in the coming years
• Key opportunities for using technology and strategy to elevate the supervisor experience – and, in turn, agent performance
• Case study highlighting Samsung’s real-world success