First, let’s consider the power of omnichannel and how contact centers play a critical role.
Contact centers, also referred to as call centers, are the customer-facing arm of every organization for sales and service interactions. The omnichannel customer experience demands internal and external functionality 24/7, via call, text, chat, email and more. The future of customer service, in this digitally focused age, is all about transformation and modernization, especially around contact centers. In fact, the global contact center transformation market size was valued at USD 12.62 billion in 2019 and is expected to grow at a compound annual growth rate (CAGR) of 14.2% from 2020 to 2027.
If your organization has been struggling to get your contact center approach right, you’re not alone. The good news: You have options.
With the recent focus on innovation in strategy and technology in this space, it’s now easier and quicker – than ever – to up-level your customer experience, internal efficiency and real-time insights.
