Contact centers are facing numerous challenges as customers become more expecting, display channel-agnostic behavior and use an increasing number of unstructured communication channels and data formats.
As the contact center keeps going through digital transformations whereby "simple" tasks and processes get automated, channel preferences gradually shift and the fight to...
The contact center and customer service department as key value creators in a changing economy.
The role of contact centers (for service) and customer service departments is shifting towards the center of the organization and value creation. Customer engagement, the customer experience, frictionless interactions and case handling, customer service quality...
