Contact Centre teams have become the quiet heroes of innovation in Customer Experience. With a strong focus on the customer, these teams are fundamental in the innovation processes that have brought us to the modern Contact Center, a sector that has grown year after year.
But responsiveness to this evolution comes at a cost, and it's hard to find time for initiatives to improve the efficiency and effectiveness of operations when everyday challenges meet a time limit. That's why it's important to think about methods and processes that use less resources and investments, but that allow you to maintain responsiveness. This is where Automation comes in; the theme of our eBook.