Proving the Value of a Collaborative Contact Center Approach

 

The rise of digital channels and heightened customer expectations are changing the kinds of interactions taking place within contact centers today. Customers often begin with self-service options, escalating to live agents only when they can’t resolve their own issues. At that point, they want agents to understand their problems, without additional input, and they want quick resolutions.

 

Learn why a collaborative contact center is the only way forward for organizations looking to optimize for customer experience excellence, with insights gleaned through this Enterprise Connect Research project on: