Contact Centers Evolve with Advanced Technologies
As technology has evolved, call centers have transformed into contact centers that must meet the demands of customers connected to the enterprise through an increasing number of touch points. Modernization introduces several challenges, however, including legacy application integration and managing a growing amount of customer data from new channels.
Consult this exclusive e-guide to learn how to overcome the hurdle of legacy application integration with new systems, and how to create a realistic modernization roadmap. Also, discover what Donna Fluss, founder and president of DMG Consulting, says are the top four tools you can leverage to aid contact center agents, including:
- Real-time speech analytics software
- Real-time guidance applications
- Predictive analytics
- And 1 more