Fact or Fiction: Dispelling Common Contact Center Misconceptions


As public agencies work to improve the experiences of the residents they serve; one question keeps coming up: What investments really move the needle? The problem is that commonly held contact center truths aren’t necessarily true. Discover what’s fact, what’s fiction, and what you can do about it.

  • Do residents really want to talk to a live agent—or would they be happier with self-service for many common transactions?
  • Is artificial intelligence too “bleeding edge,” or has it become a practical tool for improving internal operations and transforming user experience?
  • Can modern contact center technology increase agent job satisfaction—and what do today’s employees really want?