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Navigating the Digital Landscape: The Evolution of Contact Center Goals and Investments

Today, more than ever, we are faced with critical decisions about where to invest our customer engagement and customer service resources. As we move forward in a rapidly evolving digital landscape, it is imperative that we prioritize our goals to meet the needs of our customers and employees.

According to a recent worldwide survey conducted by DMG Consulting, companies are staying on track and even increasing their investments in multi-year digital transformation initiatives. Over the past five years, the top service-related priority for businesses has been to enhance the CX. And in 2023, this priority remains the same.

However, this year, we are also prioritizing employee engagement, reducing operating costs, and improving productivity. These goals may seem contradictory, but they are proving to be aligned and helping enterprises improve their bottom line.

Join us in this webcast as we discuss the primary goals for contact centers and what investments are being planned to achieve them. We will explore how contact center goals and investment strategies have evolved in recent years, and where your organization fits into this transformation.

We will also delve into how organizations are prioritizing digital self-service and conversational AI to enhance customer service, and where contact center employees will be working from over the next few years. It is essential that organizations take into consideration the changing landscape of work and the needs of their employees to ensure they can deliver the best possible service to their customers.  

To hear more about this topic register here.