Transforming your contact centre to meet increasing customer demands without breaking your business case isn’t an overnight endeavour, but it is doable, and it is worth doing. The positive impact on your customer and employee experience will make the effort worthwhile and will pay dividends in terms of customer advocacy and brand reputation, not to mention all the time and cost savings that come with automation.

A lot has happened since the launch of our previous white paper for contact centres. With all the hype about ChatGPT and Generative AI disruption, contact centres may now be considering how they can take advantage of these new tech tools.

Our four steps to success will help you understand where to start, how to assess what tech tools mix will best serve your organisation’s goals and where AI can play a role.