Modernizing contact centers isn’t just about implementing new technologies—it’s about building the infrastructure of people and processes needed to realize their full potential. This session will explore the critical steps to successfully transforming a contact center into a scalable, data-driven, and customer-focused operation.

Attendees will gain insights into:

• Establishing clear business objectives to guide technology deployment.

• Organizing and equipping teams with the necessary skills to leverage tools like speech analytics for deeper customer insights and proactive service.

• Aligning contact center goals with enterprise-wide strategies to optimize customer journeys, reduce costs, and enhance satisfaction.

• Building flexible models that balance automation with human interaction to strengthen customer relationships.