When customer expectations and behaviors change, so too must our vision for customer contact performance. We need to implement metrics that account for new channels and customer intentions. We need to implement coaching strategies for helping agents connect with these evolving customers - while dealing with new environments and uncertainty. We need to determine the most effective use cases for technology, including automation. We need to rethink the role the contact center plays in driving overall business growth. This online event will explore the new performance landscape, revealing what it takes to measure, monitor, and facilitate stronger contact center results.
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