Beyond the Contact Center: Reimagining 5 CX Principles in 2025 and Beyond
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Over the course of 2024, CCW Digital and Foundever have presented the Contact Center Elevation Series. We started by sharing “Metrics That Matter” for the evolving contact center. We then dove deep into the evolving agent landscape, before detailing new tips for unlocking powerful intelligence.
As we conclude this 2024 exploration, we define the transforming makeup of the contact center itself. From the way we approach outsourcing partners, to the way we define our teams, to the way we assess technology, to the manner in which we use AI, it is important to create a contact center that empowers - rather than thwarts - our effort to customer centricity.
