Top 3 tips for achieving contact center operational excellence

There is no doubt that digital transformation is and will continue to affect the contact center. In a recent survey conducted by Esteban Kolsky of thinkJar, more than two‑thirds of the customer service practitioners said their new budgets are coming from digital transformation initiatives. And rightfully so. Customer service is a good starting point for applying digital technologies to make better decisions and for using artificial intelligence and machine learning to automate optimized processes.As a business function, he found customer service can touch up to 90% of the interactions between organizations and their customers.

This webinar with Esteban Kolsky will explore:

  • What a digitally transformed contact center looks like
  • The key technologies to adopt and to ignore
  • The main lessons learned from his research

In addition to the data and the vision, Esteban will have a deep‑dive conversation with Dominic Sambucci, President of Futura Services about the path of their customer service transformation and their experiences on the journey. The discussion of theory and practice will lead to the top three lessons learned from organizations embarking on digitally transforming their contact centers for operational excellence.

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