Leaders from different organizations discuss digital transformation – what’s worked for their contact centers, what hasn’t, and what their plans are for the future. These real-world customer experiences can help you avoid common missteps and their experiences can help maximize your team’s success.
The Ultimate CX Agent Guide: Hiring, training, onboarding, and measuring agents in a digital-first world
Are your agents ready to manage voice and digital interactions in a digital-first omnichannel environment? Your customers using digital technology in daily life expect call center agents to be as digitally fluent as they are—and they want fast resolution through any channel. Agent roles expanded after digital transformation. They don’t just handle break-fix support calls anymore.
The inner circle guide to omnichannel in the contact center (ContactBabel)
Uplevel your customer and agent experiences using VOC
The Forrester #CX Professional’s Guide reports customers are 7x more likely to spend more time with brands that solve their problems quickly – and 8x more likely to spend more with those brands.