Contact centers have far exceeded their traditional role as a simple hub of information and issue resolution for customers. They are now strategic assets deeply integrated into the CX strategies of companies.
What changed for contact centers to become comprehensive drivers of CX operations? Advancements in CX technology like CCaaS, IVR, and omnichannel, changing consumer behaviors, and the rise of hybrid work models.
Automation is one of the most impactful and important trends in the realm of CX, allowing businesses to streamline customer interactions, provide real-time support, and eliminate the manual effort involved in routine inquiries. It has not only allowed contact center productivity to skyrocket but has also enabled them to deliver personalized interactions—which is a rising demand from today’s consumers.
Hybrid working models that became highly popular during the COVID-19 pandemic have also called for flexible and scalable contact center solutions. To address these needs, cloud-based platforms emerged and have consistently become popular across the CX landscape. This has significantly improved CX delivery, especially as it allows remote agents to collaborate seamlessly while ensuring data security and compliance.
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