The impact of COVID-19 on businesses has been so widely spread and deeply felt that it has affected their employees, customers, processes, and technologies.
The contact center is no exception, and savvy business leaders are changing the way they measure contact center performance – starting with what agent productivity means today and what success looks like.
Download the report from Omdia to explore:
- New ways to strike a balance between agent productivity and engagement
- How cloud contact center deployments, omnichannel strategies, automated self-service, and investments in AI will keep customers coming back
- The urgency in re-evaluating everything – from strategies and tactics to software and hardware