Customer expectations have evolved, is your contact center ready?
Leading contact centre teams through change
For people working in contact centers, change is constant. Most recently the pandemic has redefined contact center operations and the lives of colleagues, most of whom have been working remotely.
To explore how contact centers are managing through this tumultuous period and how change is affecting colleagues on the front line, the Contact Center Management Association conducted a qualitative research study comprising two phases, with the support of RingCentral.
Open the report to review the results.