The State of Contact Centre Transformation in the New Digital World

The effects of the pandemic have greatly accelerated the pace of change in contact centres, and there is no going back to how things were. Deprived of the ability to visit physical stores and offices, customers turned to the contact centre and companies' websites to answer their queries.

The contact centre will act as a front door for a digitally-transformed business. It’s no longer just a place to respond to customer issues, but now has the power to build customer relationships that last, driving better business outcomes than ever before.

This White Paper considers three ways in which the digitally-transformed contact centre will improve organisations’ capabilities and outcomes through:

  • Impacting the Entire Customer Journey
  • Expanding the Agent Role
  • Gaining Operational Improvements.


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