Over the past few years, contact centre strategy and technology has evolved significantly, driven primarily by cost-saving requirements, effective customer engagement efforts and streamlined workforce management processes. Advances in cloud computing, virtualisation, unified communications and customer experience management have given a new outlook to the contact centre industry. Organisations need to ensure that their contact centres keep up with these emerging technologies. If they do not, they risk being overtaken by their competition.
Is your contact centre strategy in need of transformation?
Related Insights
Federico Chiarelli 
Simon Weber 
Federico Di Mauro 
Keith Worfolk
Samuel Lyou
Tom Lawrie
Steve Glasgow
Pallvi Gautam