What Role Does the Contact Centre have to Play in Society’s Next Normal?
With the world around us currently in a cycle of constant change there is no denying that the shift to a digital society has been rapid and dramatic. But the role of contact centre is, as ever, all about delivering great customer experience, albeit with a new customer journey emerging. Rather than returning to the ways of old, now is the time for organisations to find and embrace their own next normal and look for ways to improve workforce flexibility whilst continuing to compete on customer service.
In this article, Alex Morrison, BrightCloud Group CEO shares his thoughts on society’s altered attitude to the world outside and how this has impacted and will continue to impact our personal lives, consumer behaviours and relationships between businesses and the people they serve.
In our next blog we will be looking at the options of On-Premise, Hybrid and Cloud in digital change. If you would like to receive this and our future articles, blogs and discussion pieces, sign-up here.