The modern contact center approaches customers differently than the traditional one. The customer is now the true epicenter, driving the contact center’s focus.
Contact centers are going through a renaissance, and creating the “wow” experience is now pivotal to their success as customers become more demanding. The drive to delight customers is leading to the adoption of new technologies, and organizations are looking to proactively meet customers’ needs instead of being passive and reactive.
In this session, you will learn:
- The market dynamics that reshape today's contact centers
- Investments paths to enable customer-centric, flexible, and future-proof CX