Going beyond calls and emails for resilient, future-proof contact centers

Customer expectations are rising, and connected customers are more demanding than ever. From banks and streaming media outlets to broadband internet providers and e-commerce companies, every consumer-facing brand needs to proactively engage with customers. What exactly does this mean for contact centers? 

Customer experience transformation demands:

⦁ Companies to redesign from the ground up for providing superior customer and agent experiences.

⦁ Contact centers must move away from being a reactive cost center and transition into an experience-driven profit center.  

As companies rethink their value propositions, they will need to rearchitect the contact center around two dimensions. First, companies should identify up-selling and cross-selling avenues for enhanced revenue generation. Second, improve the customer experience by enhancing agent experience.