Despite the proliferation of contact channels available to customers nowadays, call centers have never gone anywhere. In fact, they’re only growing in popularity and expanding into fully-fledged contact centers that are no longer solely manning the phone lines, but now interact with customers through a variety of other touch points too.

Thus in an increasingly complex, connected world, the contact center is set to become the interaction hub of the digital enterprise – responsible for support, interaction, education and data gathering. But in its new role it will need to evolve to deal with more responsibilities and far more complex issues. Download this report as we explore what is a modern day-contact centre today!