Customer experience is the new battleground, and contact centers are serving on the frontline. The more quickly leaders can bridge the communication gaps that exist, the more likely they are to succeed.
This report is an in-depth look at how customer expectations are evolving, particularly as they relate to messaging channels. We'll review how messaging brings us closer than ever to delivering on the promise of omnichannel experiences, and the unique opportunities for contact centers.
This report will be useful for anyone interested interested in contact center trends and how business-to-customer communication is evolving. It is particularly relevant to professionals in the following roles:
Customer Experience Managers
Heads of Operations
Contact Center Leaders
Contact Center Operations Managers