Special Report: ETR: Building The Next-Generation Contact Center
Companies subject customers to ineffective digital channels, long wait times, and impersonal conversations not because they do not care about improving but because their contact center operations and technologies do not allow it. This Emerging Technology Review highlights the key strategic shifts you should make, as well as technology that will turn customer centricity into a reality.
5 reasons contact centers are failing customers and agents
How recent events are exacerbating the biggest contact center challenges
What it really takes to create an "omnichannel" experience
Which customer (and business) insights are critical to success
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