Market Study: State of Contact Center Technology
It is easy to blame agents for a poor customer experience. It is easy to assume they are not doing their jobs well enough or are not putting in enough effort. But often, the problem actually lies with the technology they use.
It is no secret that contact center solutions have been designed to help agents do their jobs more effectively. However, sometimes, what is meant to help ends up creating more problems. What is meant to be the answer ends up spurring more questions.
This report encourages you to take a look at your current contact center solution and determine whether it is equipped to tackle your business customer experience needs for 2022.