It is doubtful any organization would tell you everything about its existing contact center strategy is as it should be. It is even more unlikely that any would declare confidence that everything about its existing contact center is exactly as customers demand it to be.
Collectively, the realities underscore the difficulty of operating a contact center that simultaneously delivers optimal performance for the business, for agents and for customers. Unfortunately, that difficulty will only grow in magnitude. The challenges currently confronting businesses will only intensify--or transform--as time progresses and customers evolve.
In an attempt to minimize that difficulty, Call Center IQ introduces the Executive Report on the Future of the Contact Center.
From questions of performance metrics, to contact center hierarchy, to omni-channel capability, to interaction quality, to contact center architecture, to technology, to agent engagement and workforce management, to customer experience design, this report is your free opportunity for learning what will affect your contact center, what others are planning to do in response and what you need to do to get ahead.
It is a report for those interested in turning their customer-centric philosophies into results-driven contact center action. Download below.
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