The Changing Dynamics of the Contact Center
The industry has stabilized over the past month from an overall occupancy perspective. Companies have begun adjusting to remote work, and the new realities brought on by COVID-19. Call volume has declined slightly across contact centers in some verticals but skyrocketed in others.
Contact center leaders and customer experience (CX) executives will need the ability to listen to the voice of the customer to understand which employees need improvement and coaching. They also must capture signals across the entire customer journey that can lead to operational improvements and the ability to deliver seamless experiences.
