Digital Transformation Roadmap for Contact Centers


As enterprises are forced to adapt their digital transformation strategies due to the pandemic, they must prioritize the customer experience (CX) as they “reimagine” the new customer journey. 

Delivering outstanding and cost-effective service is one of the major drivers of all digital transformation initiatives – contact center enhancements must be optimized and aligned with the overall enterprise strategy.

This report reveals a roadmap for revamping the enterprise digital transformation strategy to prepare the contact center for the ‘new normal’: a highly virtual, digital, and self-service-oriented economy.