Business Systems (UK) Ltd’s Scott Budding takes a look at four key transformation drivers your contact centre needs to prepare for…
The age of transformation
Call centres like other areas of business need to undergo a transformation to break down silos, unify disparate data and provide a far more personalised service that today’s digital customers demand.
Digital transformation extending right into the back office will be high on the agenda for 2020. The aim is to work together in the front and back office, so teams share responsibilities for a more streamlined customer experience.
The rest of this article can be found exclusively on the Directors Club website. Check out the rest of the article – ‘Getting Your Contact Centre Prepared for Change in 2020‘