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Contact centers are constantly evolving due to the explosion of burgeoning technologies. With this being said, how do managers implement contact center best practices to coalesce with their product and message? First, we need to look at the framework. Contact centers have become a cornerstone in managing and implementing customer experience. The “call center” of yesterday has morphed into a much more agile avenue for companies to resolve service issues and drive sales by using a diverse...

Contact centers (traditionally known as call centers) have always been a crucial part of the customer experience. However, in past decades, the role of contact centers has been drastically evolving in order to meet customer expectations. When thinking about “call centers”, most people imagine a roomful of robotic customer service agents answering customer support phone calls. But this isn’t necessarily the case as the new meaning of this term now reflects a much wider function. In order to...