The business continuity imperative requires that organizations make it a priority to examine customer interactions — too often overlooked — that make a meaningful impact on the customer experience. One such business area is contact centers, not just the technology infrastructure for products and customers but tools to manage agents and their experience with contact center processes in a simple yet sophisticated manner.
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"Contact centers play a substantial role in an organization’s success. The customer journey is engaged here, at each moment of interaction. Agents, whether human or machine-driven, are intrinsic to the customer experience and the value of the contact center. Customers are essential to an organization’s overall business potential because they generate revenue. In a black-swan event, demand for customer service may spike or dip, so in these situations, it’s of the essence that agents get the attention they deserve.
"In challenging times, a “customer-first” mentality tends to take hold — this is natural, but in focusing on satisfying customers, business leaders too often forget that the agent experience is essential to effective customer engagement. Fulfilling this objective requires contact center technology designed for this purpose. An organization’s agility and ability to invest adequate time and resources into agents is essential for its sustainability and contact center effectiveness."
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