With technological advances and changing customer behaviors, several changes took place within CX operations and delivery as well. The rise of social media platforms and messaging apps added new channels to contact center operations that modern customers expected.
One of the most common frustrations in CX transformation is a lack of understanding of the customer journey.
Without a clear understanding of the customer’s journey, it’s difficult for businesses to know where to focus their efforts toward improving the experience. This can lead to wasted time, money, and resources.
Cloud-based systems also allow contact centers agents to access real-time data and analytics, enabling them to make informed decisions and improve operations, while collaborating through shared workspaces enabled through c;oud based operating systems.
Greater emphasis within operating systems on Contact Center as a Service CCaaS is paving the way for rapid innovations in CX through greater integration
Evolution begins in response to changing contact center needs With technological advances and changing customer behaviors, several changes...
