EBOOK

Disrupting the 2020 Contact Center: Technology


BUILDING THE TECH STACK YOU NEED TO TRANSFORM YOUR CONTACT CENTER

In the past, the main feedback mechanisms open to contact centers after a customer phone call were IVR or survey methods (e.g., SMS or email surveys). These feedback methods however are limiting — constant requests for feedback not only impact the customer experience but can also impact data quality as customers become fatigued by the volume of surveys.

Uncover how leading companies are amping up their tech stack to enable their 2020 contact center.


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What you'll learn from this eBook

  • THE TECH NECESSITIES TO EMBRACE THE OMNICHANNEL EXPERIENCE
    Customer journeys are complex. Managing the experience across them doesn’t need to be — find out how consolidation onto new tech platforms has paved the way for better customer experience.

  • HOW TO GET ACTIONABLE INSIGHTS
    Insights are only useful if they lead to lasting change. Learn how to go from data to actions that improve the experience for future customers.

  • GET TO THE ‘WHY’ AS WELL AS THE ‘WHAT’
    Learn how to combine operational (O) data and experience (X) data to drive bottom line returns from your contact center experience.
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