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Customer Experience Modernization Through Next-Generation Contact Centers

February 18, 2021

Via: CIO

Today’s new-age customers have ushered in the need for redefined technology enhancements for the contact center that are all about conversational interfaces and AI (artificial intelligence)-assisted services. On the operational level, traditional metrics continue to be driven by productivity, and finally, at the emotional needs level, there is a requirement to address the emotional quotient of both the customer and the agent.

Digital consumers want to use all available channels as they interact with the services of a brand. And they want to do so seamlessly, without losing context, as they move from one channel to another.

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