Johannesburg, 23 May 2018
CX is driving the contact centre evolution. Is your business evolving along with it?
The role and function of the contact centre in the modern enterprise has evolved. The convergence of prolific trends, most notably the commoditisation of products and services, digitisation, and the rise of the experience economy, has placed customer experience (CX) at the heart of the contact centre's evolution.
No longer should the contact centre be considered a simple operational cost centre concerned primarily with facilitating expeditious customer service. The modern call centre must mature into a platform that facilitates meaningful first-line customer engagement via multiple traditional and new digital channels to craft a memorable CX. The result: contact centres will evolve from cost centres into profitable CX interaction hubs of excellence.
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