There are two main things driving the evolution of the contact center: digital innovation and its creation of changes to customer behavior. Today’s consumers are using an endless set of contexts and channels and they expect to be able to connect with brands and contact centers via the same devices that they use to communicate socially. This white paper explores a new approach to building contact centers that can provide you with the flexibility required to create a better customer experience.
Jon Collins’ in-depth look at tech and society
Phil Muncaster reports on China and beyond