Today’s businesses face a perfect storm. An increasingly turbulent economy, growing contact volumes, challenges surrounding labour recruitment and retention and fierce competition for customers means it’s never been more important for the customer service centre to deliver value.
This report aims to deliver insight on both strategic approach and technological application – taking a closer look at the challenges today’s contact centres and customer experience leaders face and the areas that are having the greatest impact on business operations and
the wider customer experience.
We believe that the insights and perspectives identified within these sessions will show how contact centres are adapting and transforming to meet these operational challenges and deliver exceptional service.