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The Contact Center World is Changing

3 Ways to Plan Strategically

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As contact centers look to adjust to the increasing demands of customers and the various ways in which they choose to communicate, the need for a modernized approach has never been greater.

The contact center world is changing with advances in technology, rise in multichannel communication, and the push to cloud. So how does a company respond? What is the potential impact on productivity? How do you manage the risk new technology brings to the fray? And how can you ensure your profits or costs are not adversely affected?

Join Robert Killory, Chief Customer Officer at 3CLogic, and Art Schoeller, VP and Principal Analyst at Forrester, as they discuss the primary challenges facing contact centers today and 3 ways to plan strategically.