The world around us has changed a lot since the COVID-19 pandemic. The customer experience has been completely redefined, and although many services have become “touchless” in our post-pandemic world, touchless does not mean “contactless.” Instead, consumers expect outstanding on-demand service from the organizations they do business with, using the channels they prefer (including voice, video, text, and chatbots), with agents that are professional, knowledgeable, and empowered to help them. At the same time, work-from-home (WFH) and work-from-anywhere (WFA) trends are creating new opportunities — as well as some new challenges — for businesses to recruit and retain a diverse workforce and deliver an exceptional customer experience.

In this book, you find out how a next-gen cloud contact center can help your organization deliver the experiences your customers demand, what a modern cloud contact center looks like, and how you can implement the contact center of the future in your organization today.