Customer service today is changing dramatically, and businesses that use outdated approaches to customer care will be at a disadvantage. Newly available technologies and heightened customer expectations have driven a shift in the kinds of interactions taking place within the contact center today.

Enterprise Connect Research’s 2019 Contact Center & CX Survey shows that nearly 75% of 149 respondent companies said their enterprises recognize contact center investment as important or highly important to the overall business. As such, they’re investing in their contact centers — particularly in two key areas: implementing self-service and deploying new technologies to automate parts of the customer journey.

In this paper, you will learn:

  • What self-service options companies are exploring
  • How companies benefit from a collaborative contact center
  • When can businesses logically transition

Click here to download this informative white paper that guides you to a contact center transformation that will take your business to the next level.


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