The Four Big Waves of Contact Center Technology
When it comes to contact centers, even a single bad interaction can ruin your entire customer experience. But, with the proliferation of new customer touch points, fact remains that many enterprises woefully lag behind customers in adoption.
This is forcing enterprises to re-evaluate their response to the changing contact center technology landscape. However, in order to know where the service world is heading towards – it is pertinent to know wherever it has been before.
In this whitepaper – Manu, Vice President, ServCare Platform and Managed Services, elucidates the four big waves of contact center technology, from insourcing technology to transformational digital customer experience. We also examine some of its key challenges, and the importance of partnerships for a successful transition from outsourcing to insourcing.