Business Reporter Brief – The Expert View: Choosing the Best Path for Transforming Your Contact Centre

Customer communication has changed immeasurably in the era of digital transformation. With more platforms to choose from, and an expectation of instant responses, customers are demanding a level of service that is challenging for many companies.

Customers are no longer content just to contact businesses by phone or email. Increasingly they expect a response – and a
very quick one – when they contact a business on Twitter or Facebook. Companies have to monitor these channels but be careful about what is discussed on a public platform.

Download your copy of this report to gain more insight into how industry leaders are transforming their contact centres.