Now more than ever, customer experience (CX) is every business’s last sustainable competitive advantage. Yet too many brands are falling behind the curve. According to Forrester, CX remained stagnant between 2017 and 2018, and improved a mere 0.4 percent last year. With COVID-19 currently impacting every level of every industry, companies are faced with a new set of challenges and the customer service demand is at an all-time high.
So if you thought the contact center was a thing of the past, it’s time to think again. In fact, it’s quite the opposite.
The contact center is your organization’s key to elevating its CX game, especially during these challenging times, where customers are more vulnerable than ever. With the right technology on your side, companies can optimize talent, training, and trust to leverage the contact center for success and overcome these trying circumstances.