Digital Transformation for Midsize Contact Centers
Competitive Businesses Deliver Scalable, Omnichannel Customer Engagement
Digital transformation refers to the changes associated with the application of digital technology in all aspects of human society. —Wikipedia
Digital transformation is one of the most talked about topics in business today, as companies strive to adapt to new technologies and processes. Digital technologies are a disruptive force and like any other technology or tool, they constitute a shaping force in worldviews and behaviors. Over the past decade, a new real-time connected economy has emerged.
With digital channels the next generation of customer experience has arrived. Omnichannel contact center solutions work seamlessly for customers, agents, managers, and IT teams. They fully support reporting and routing across all channels, and include workforce planning and scheduling of agents by factoring in agent skill set as well as company and legal rules—all to provide the right agent at the right time.
Learn more about this digital transformation and omnichannel customer engagement in this white paper from the experts at TEC.