2021 Reality Check – New Technologies Available in the Contact Center
CCNG
DECEMBER 6, 2020
The biggest problems that the group is facing are: Limitations of existing systems Increasing customer expectations Personalization is difficult/lack of real time data Too much time spent on documentation No predictive tools In the middle of the pack, fewer people were facing these issues: IT can’t stay current No omni-channel support No proactive (..)
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