Overview
The traditional call center has long transformed into the modern contact center that blends phone and digital conversations to serve customers. In fact, findings from Aberdeen's Contact Center Executive's Agenda survey shows that, in addition to phone, all contact centers currently use at least one digital channels to serve clients. The specific digital channel (email, chat, text messaging, etc.) firms use vary from company to company. What's common across all businesses, however, is the need to address customers demand across all channels in a timely and efficient manner. This is where digital-savvy WFM programs come into play.