The article suggests practical steps towards modernization, including cloud adoption and deploying contact-center-as-a-service (CCaaS). It also highlights the potential of AI in improving CX and meeting customer expectations, not just for automation and cost reduction, but also for understanding the customer journey, personalizing engagement, and anticipating customer needs. The article concludes by stating that AI can help contact centers harness data to provide a better CX, empower agents, and reduce agent turnover.
Key takeaways:
- Customers expect digital experiences from contact centers, but these expectations are often not met due to long waits, friction, and impersonal experiences.
- Data from digital technologies can help contact centers better understand their customers and improve the customer experience (CX).
- Cloud adoption and AI are key to modernizing contact centers and meeting customer expectations.
- AI can help contact centers harness data to understand the customer journey, anticipate customer needs, and improve customer engagement.