Enhancing customer experience through multiple online and offline channels has become critical for businesses, governments, and nonprofits cultivating prospects, customers, and constituents. Enhancing the customer experience has become equally important for contact centers.
Since the pandemic, many organizations say they are moving faster to digitally transform how they do business and how they communicate. More remote workers and increasingly online lifestyles are changing the role and expectations of contact centers. They must support remote workers and customers, handle data across different channels in real-time, and blend multimedia (e.g., sending photos or video of a broken product) with phone, Web, chat, and other channels.