Contact centers have come of age, but the current reality is the inherent inflexibility with how they have evolved. By default, today’s contact center operations hinge on planning and forecasting based on limited set of variables within the leaders’ purview. Omnichannel experiences, agent empowerment, and meaningful customer interactions seem elusive. Are they delivering frictionless, personalized, predictive, and proactive experiences?
Most important of all, are leaders deriving the maximum ROI from the current traditional model of their contact centers? Future readiness is paramount. Check out this vivid infographic that highlights the current challenges, disruptive forces in the industry and shows leaders the shift they need to make.