For most companies, the customer experience (CX) has become, more than a key differentiator from the competition, a crucial element in the battle for survival in a period of great disruption. The COVID-19 pandemic has highlighted the importance of the contact center as a pillar of the customer experience. At the height of the crisis, it became the single point of contact between the brand and the customer.
Customer satisfaction can no longer be dissociated from the well-being of agents. Now that the customer experience has become 100% omnichannel, and remote working is expected of employees, there is a need to rethink the contact center. A contact center as a service (CCaaS); more agile, more flexible, with integrated artificial intelligence (AI), and where contact with a human agent is maintained as a priority.
In this white paper, we share our vision and our way of going about rising to the challenge.