In the Age of the Customer, technology is both the catalyst for greater consumer expectations and the key to business survival. Today’s customers expect seamless, consistent and high-touch experiences every time they engage with a brand. So, contact centers must be equipped with the technology that will allow agents to provide these types of interactions.
However, our research reveals that businesses aren’t evolving fast enough to meet their customers’ expectations.
Download this research to find out:
- Key gaps between customer preferences and reality
- How the failure to update technology impacts productivity and service
- Which sectors are leading the pack with the latest technology – and which are falling behind