Contact Centre adoption and support for first generation digital channels such as Email and Web Chat, including video chat and co-browsing is growing rapidly.
However, customers today are rapidly moving beyond first-generation channels to next generation digital channels (social platforms such as Facebook, LinkedIn, Twitter etc). These are well on their way to become mainstream Contact Centre channels.
How can and should Contact Centres adapt?
This guide covers the following topic/themes:
- CX revolution: Changing Customer Expectations
- The Great Divide: Shifting to Digital
- Taking the Lead: Providing Best-in-Class Digital Experiences
- The Omnichannel Journey