The state of contact centre transformation in the new digital world

The effects of the pandemic have greatly accelerated the pace of change in contact centres, and there is no going back to how things were. Deprived of the ability to visit physical stores and offices, customers turned to the contact centre and companies' websites to answer their queries. The agent role in the digital contact centre has already expanded to handle complex matters but will also be needed to support the customer throughout their entire journey.
Download now to explore the ways in which the digitally-transformed contact centre will improve organisations' capabilities and outcomes.