In an age of tech-savvy customers and self-service channels, do companies still need to invest in contact centers and staff to provide support?

The answer is, yes.

Examine the strategic role of the contact center to deliver differentiated customer experiences while driving increased revenues and cost savings.

Read this report to:

• Learn essential strategies for promoting associate productivity and satisfaction.
• Leverage cross-sell and up-sell opportunities that benefit the customer.
• Share lessons learned from Energy Australia’s experience.