Special Report: ETR: Building The Next-Generation Contact Center
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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.
The recent Coronavirus outbreak, which is driving an emphasis on digital and work-from-home, is making the weaknesses even clearer.
It is time to take action. It is time to ensure your contact center yields more seamless, omnichannel experiences for customers, and more efficient, empowering workdays for agents. This Emerging Technology Review highlights the key strategic shifts you should make, as well as technology that will turn customer centricity into a reality.
Topics include:
- 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
- Must-have capabilities for the digital contact center
- Why your customers, agents, managers, IT leaders and C-level should care
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.
