How to Build the Contact Centre of Tomorrow
Faced with operational challenges due to the COVID-19 outbreak and working from home, contact centres have had to react fast to support their teams. Delivering positive customer experiences remains the top priority, however the future of customer services revolves around the customer services agent experience too.
The employee experience has a massive impact on the customer experience.
Here at Behind Every Cloud, we recognise that the contact centre of tomorrow needs to be people-centric, focused on both the customer and the employee, working with technologies that support the agent experience throughout the entire process to deliver the best customer outcomes.