Industry Insight: Hold the Phone! How Modern Contact Centers are Going Digital


Call centers have been around for almost 60 years. Although many have been rebranded to “contact centers,” operations haven’t changed much, and contact volume is still overwhelmingly phone-based. The need to transform contact centers for digital-first service has become even more urgent in 2020. How are businesses planning this fundamental shift? What do contact centers look like when they are digitally transformed?

During the CCW Virtual Exchange this August 17-19, tune in to Khoros' Panel Discussion on August 17, 1:30 PM ET with Bill Gerth, Director, Social Business at USAA; George Attia, VP of Customer Care at Jawwy-STC and Mike Betzer, General Manager at Khoros Care as they discuss how global brands are embracing both traditional and digital channels, and how a digital-first brand creates innovative customer experiences.


Interested in learning more ahead of the CCW Virtual Exchange? Check out these awesome resources provided by Khoros:

Case Study: How Jaawy empowers customers with a Khoros Community in their care process and drove $1.4M+ in annual support cost savings.

Case Study: How USAA optimizes digital customer service for greater efficiency.

Modernizing your Contact Center ebook: Learn how to meet more customers in their channel of choice, along with how to plan, staff, measure, & improve.