When times are good, contact centers are CX-centric. When times are bad, contact centers are a cost center.
Sound familiar? Contact center veterans will agree that this has long been the prevailing wisdom. But today, as the world economy struggles to find equilibrium (and the US deals with the greatest financial setback in 80-90 years), the idea of prioritizing dollars over customer experience seems outrageous. The reality is that business leaders must prioritize both.
Oh yeah. And do it in a way that’s never been done before.