In this section, you can keep up to date with our latest news, views and successes.
Creating choice in the contact centre.
Customers want choice, and a seamless customer experience (CX). It wasn’t long ago that digital transformation in the contact centre meant adding new channels, as well as cross-training agents or dedicating teams to certain channels. But today, it’s not just about channels;
it’s about how these channels facilitate a connected “fluid” experience.
The opti-channel era is dawning.
Delivering a true omnichannel customer experience is no longer a market differentiator in the highly competitive contact centre and customer service sector because modern consumers already expect a seamless customer experience and the convenience of communicating with agents via their preferred channel as the minimum acceptable standard.
CX Trends 2023.
To say that the previous three years have undergone a significant transformation would be an understatement. Commencing from the initial disruptive impact of the pandemic to the continuing economic unpredictability, enterprises globally have been compelled to substantially alter almost every aspect of their functions.