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Special Report: Contact Center Change Management

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Matt Wujciak
10/26/2020

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It has been a busy year for contact centers, customer experience departments, and marketing teams with businesses doubling down on customer engagement investments, digital transformation, remote work, and cloud technology at an unprecedented rate.

In 2019, communication was a top 3 cost center for IT managers. In 2020, COVID-19 exposed the costly repercussions of laggard communication technologies in the contact center, simultaneously rewarding agile innovation and early adopters.

Featuring CCW Digital and Voxbone research, as well as industry leaders’ insights from Microsoft, Verizon, and Electrolux, this report will cover:

• The future of cloud technology

• Need-to-know trends in the voice channel

• Consumer preference survey findings in customer service

• Best practices for retaining customers, increasing CSAT, and driving revenue in the contact center

We respect your privacy, by clicking "Download Your Copy" you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here.

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