Caught in a wider organisational response to the pandemic, contact centre leadership is busily responding to the demands of customer, employee and organisation.
Their combined impact is starting to redesign the way that contact centres work.
Imagination has been liberated as new responses are urgently demanded.
Many outstanding ambitions such as digital first engagement, omni-channel effectiveness, actionable insight, AI fuelled decision making, front line empowerment are now in production and being scaled.
This eBook explores why the contact centre is likely to remain in a state of accelerated change and what it might look like as part of a broader digital first capability that now underpins most organisational transformation.