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The modern multichannel contact centre finds itself adjusting to dramatic operational changes while responding to significant changes in what customers need, want, and expect, amid a global pandemic. These acute pressures have forced major changes in the way most contact centres operate, reshuffling their priorities, goals, and pain points. The Contact Centre has transformed into a Hub of Excellence in the post pandemic era.
But this “new normal” is not just re-prioritizing, it is about ringing in a whole new mindset change to respond to the modern consumer needs and ambitions of CX-driven enterprises.