The contact centre industry has seen a multitude of changes in recent years – brought on by a global health emergency that propelled an immediate change to working practices, the evolution of customer requirements and new technological advancements. These factors have led to call volumes increasing, attrition levels hitting an all-time high and AI implementation often falling below expectations.
As regions restabilise from the pandemic and contact centres begin to explore their longer-term digital transformation and workplace setups, strategic decisions have become far more important. Knowing where to invest right now and how to stay ahead and lead in exceptional customer experience is crucial.
Contact centre leaders need to prioritise their spend across technology, people, operations and buildings, ensuring any investments are future-proof. However, this challenge is also an opportunity, as contact centre leaders who invest in the right areas can offer increased customer satisfaction, while reducing costs and keeping agents happier and more productive.
In this whitepaper, we’ll discuss the key shifts and trends in the contact centre, as well as identifying focus areas for investment to lead the customer experience.
Download the whitepaper here: https://contactcentremonthly.co.uk/wp-content/uploads/Jabra-Future-of-Contact-Centre-White-Paper-UKI-1.pdf
For more information on Jabra and how they can unleash the power of conversation with visit: https://www.jabra.co.uk/business/contact-center-headsets