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.

Contents:

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