Customer Experience

Greatest Challenges in Contact Center Transformation Increasing call volumes in the contact center since the pandemic’s beginning has caused a less-than-optimal customer experience. This leads to dissatisfied customers, yet it also leads to higher levels of employee attrition. The end result is a contact center that isn’t meeting KPIs. Most common mistakes in Contact Center Transformation Whether simply hiring more people or investing in new technology, businesses tend to invest in old ways of working, rather than looking at existing contact center assets and asking how they can be transformed. Future of Contact Center Transformation AI and automation are already […]