Case History on Modernizing the Contact Center with Evolving Technologies

Session Abstract:
Explore ways to prioritize executive strategies that enhance the customer experience and elevate contact center operations through modernizing technology. Delve into actionable insights that can be leveraged when conducting a gap analysis, aligning objectives, and
assessing cutting-edge technology to create a customer-centric culture and improved customer experience.

Action Items:

• Implement data-driven decision-making processes to align with business and customer objectives
• Integrate advanced customer service technologies, such as AI, to improve operational efficiency
• Foster a culture of empathy and understanding to ensure customer-centric interactions and motivated call center agents