Reinvent your contact center after digital transformation.
Contact centers survived seismic shifts as agent roles expanded along with customer channel choices during digital transformation. These days, customers contact you across several channels, digital and voice. And they have some high expectations. Customers expect personal interaction and fast resolution no matter what channel they choose.
Are their expectations unrealistic? Nope.
ContactBabel research report State of Contact Center Transformation in the New Digital World
sheds light on how contact centers must evaluate all aspects of their business to exceed customer expectations in a digital-driven world: Agent went from screen readers to CX champions. Contact centers are moving to hybrid models long-term. Operational improvements are essential to deliver first contact resolution at any step in a customer’s journey. This report covers:
- Expanded agent roles and new skills to develop
- Rise of the bots, robotic automation, and predictive analytics
- Impact of remote work and gig economy
- Team collaboration tools that raise service levels
- Multichannel customer journeys and more
Gain valuable insight to drive first contact resolution in all channels and download the report.