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Traditionally, contact centers have been viewed as a cost center and a necessary expense to doing business. However, times are changing. Organizations have started to realize the immense value of the contact center in engaging with customers, improving customer experience—and contributing to the bottom line.
In the digital age, where it’s hard to stand out in the mind of customers, leveraging the front-line support that are having day-to-day interactions with customers is a golden opportunity. Strategic value can be achieved when the contact center effectively leverages technology that empowers their people, aligns processes, and delivers customer experience excellence.
Read on to learn about four trends transforming contact centers.
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