Transforming the Front Line of Customer Engagement


As contact centres grow their role as the front line of customer engagement, there is ever-increasing investment in technology to attract and retain customers. To understand the impact of emerging technologies on the modern contact centre, Which-50 – on behalf of Bold360 – surveyed customer service and customer experience leaders and interviewed senior executives. This report looks at the outcome of that research.


  • From Cost Centre-to-Centre of Excellence
  • The Transformational Impact of Technology
  • Impediments
  • Misconceptions about AI, Machine Learning and Automation
  • Role of the Agents

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