Contact centers have traditionally been the place where new communications technology makes its earliest and often strongest business case. So, as we head into a year of potential economic uncertainty as well as ongoing technology advancements, how should enterprise business and IT leaders plan their strategy for supporting the contact center, so that it provides a competitive customer experience (CX)?
Robin Gareiss, CEO of analyst firm Metrigy, has a post on No Jitter this week where she argues enterprises should continue their investments in customer experience(CX)/contact center technology even in the face of macroeconomic headwinds. “Companies that put on the brakes in their CX spending risk losing customers to more innovative competitors and setting back revenue,” she writes. Gareiss continues:
