Contact Center
The contact center plays a pivotal role in shaping customer experience by serving as a primary touchpoint for customer interactions. Through this centralized hub, customers can reach out for support, inquiries, or assistance related to products and services.
In today's digital age, contact centers are evolving with advanced technologies like artificial intelligence (AI) and cloud-based solutions to deliver seamless and efficient customer service experiences. By leveraging AI-powered chatbots, analytics tools, and omnichannel capabilities, contact centers can enhance responsiveness and personalize interactions, ultimately elevating overall customer satisfaction.
In the competitive landscape of customer experience, a well-managed contact center is essential for differentiating brands and driving business growth. By investing in modern contact center technologies and strategies, businesses can optimize operational efficiency, reduce costs, and deliver exceptional customer service. Find out more about making the contact center a key customer journey touchpoint in the resources below.
4 things successful CX practitioners do
April 16 by Freshworks CX solutions
Freshworks and Forrester Consulting questioned 500 companies to find out what it takes to be a CX leader
Measuring true VOC: Real-time insights powered by AI
February 22 by CX Network
Watch this session to learn how AI can revolutionize your approach to customer insights in the contact center,
2024 Customer Service Trends Report
February 22 by CX Network
Explore AI’s disruption on the customer service space and the five trends practitioners need to be aware of
How Carnival UK is leveraging omnichannel and generative AI
January 26 by Melanie Mingas
The UK division of the world’s largest cruise line is using generative AI to enhance its service capabilities in 2024
The definitive guide to customer journey analytics in financial services
January 19 by CX Network
The 101 on customer journey analytics and how it can work for your organization
Leveraging the modern contact center to drive your 2024 CX strategy
December 06 by CX Network
Why hyper-personalization and machine customers need to be on the practitioner’s radar for 2024
Workforce management for the contact center in 2024
November 29 by CX Network
Discover how contact center leaders in APAC are integrating new technology for hybrid and distributed teams
The contact center guide
November 23 by CX Network
The complete guide to the contact center, its importance to enhance customer loyalty and the technology and people that underpin it
AI: Enabling personalization at scale
November 16 by Rhiannon Chandler-Day
Harnessing conversational AI to empower contact center agents and enhance CX
AI in business: Transforming customer experience today
November 16 by Rhiannon Chandler-Day
Shiyu Zhu from Zendesk explores AI's history, its current applications in CX and steps to address common risks
A practical guide to workforce planning
October 30 by CX Network
Discover how AI is creating new opportunities in workforce management and planning
The key developments in public sector CX
October 16 by Melanie Mingas
Discover how key public sector agencies are innovating the citizen experience they offer
