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IDC PeerScape: Practices to Enhance Employee and Customer Experience in Modern Contact Centers

Publisher IDC
Published Dec 13, 2024
Length 5 Pages
SKU # IDC19417069

Description

IDC PeerScape: Practices to Enhance Employee and Customer Experience in Modern Contact Centers


This IDC PeerScape looks at how some organizations have developed strategies and practices that achieve top results using a modern contact-center-as-a-service (CCaaS) platform."Legacy contact center infrastructures are not adequate to support modern employee and customer expectations. Contact centers must upgrade to cloud infrastructures that can help them develop connected workflows by consolidating business operations into a common platform. They should carefully plan change management to make such initiatives a success," said Oru Mohiuddin, research director, European Contact Center.

Table of Contents

5 Pages

IDC PeerScape Figure

Executive Summary

Peer Insights

Practice 1: Consolidate Communication Channels on a Unified Platform to Enhance EX and CX

Challenge

Example

Guidance

Practice 2: Upgrade to Cloud Platforms to Integrate with Business Applications for Continuous Workflows

Challenge

Example

Guidance

Practice 3: Carefully Plan Change Management to Ensure ROI from Implementing New Solutions

Challenge

Example

Guidance

Pricing

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