Digital Channels in the Contact Center a Paradigm Shift for performance and quality


Contact centers are equipping themselves with personnel to handle the digital transformation. While traditional customer service agents might have worked on voice-only, today 54% of managers said that most of their agents are scheduled to handle both digital and voice channels.

Many contact centers are equipped to handle digital, but it’s important to consider which are qualified to handle both digital and voice, essential in today’s hybrid contact center reality.