Gone are the days when the contact center was seen purely as a voice only sales and service center. With the rise of next gen social customers who research, blog, and post online, leading companies are realizing that to develop a truly effective engagement center, communication must flow both ways - and they are embracing these social channels to extend that reach.

This eBook outlines the top 5 trends progressive companies are adopting to transform their old-school contact centers into modern customer engagement centers.

Top 5 Trends Smart Companies are Addressing to Evolve Their Contact Centers into Engagement Centers

Key Takeaways

  • The rise and expectations of today's media-savvy customers
  • Real-time personalization and immediate interactions driving ROI
  • Valuable insights from key industry analysts including DMG, Fast Company, Gartner, Forrester

Connecting with the Next Generation Customer

Sneak Peek

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"55% of consumers are willing to recommend a company due to outstanding service (more so than product or price)" - Forrester Research 

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