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Is a Digital Contact Center the New Normal?
A major shift is underway in how consumers prefer to interact with customer service. Learn about the new realities of digital only.
Most contact centers are relying on systems that were built for voice, making it difficult to accurately manage digital channels. Moving to an all-digital support environment to align with customer expectations and preferences can have big benefits. Gartner reports that offering online chat along with other self-service options can reduce service volumes by 20-40%. This ebook explores what a major digital channel shift means to your business and its impact on the workforce.
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What’s Inside
- What’s changed in contact center service delivery
- How the role of workforce engagement management and customer experience are changing
- What digital-only means for the contact center and agents
- What digital-only means for the workforce
