The New Contact Center Empowers Its People With Customer Intelligence
How to drive transformational business improvement by uncovering insights from customer conversations you’re already having
The pandemic significantly increased consumer use of online commerce and digital channels and forced brands to rethink the core labor models that had powered their contact centers for decades.
As customers self-serve simple requests, phone has become the new empathy channel — leaving customer service representatives (CSRs) to deal with more complex and emotionally charged customers than ever before.
This white paper explores how the adoption of self-service channels, along with pandemic disruptions, altered contact center strategy in the long term.
Included in this white paper:
- Why contact center leaders prioritize enhancing the human experience
- How CSRs became “empathy agents” as voice became the empathy channel of choice for customers
- How to position the right advanced technology in the right place in the customer journey
Get the white paper