To say customer engagement is unpredictable is the understatement of the century. Different customers will connect for unforeseen reasons, at all times, across all channels.
As brands deal with this unpredictability, they are also facing unprecedented demands from customers who expect frictionless, personalized engagement at all turns. Achieving the flexibility to thrive in this market, consequently, represents a pivotal contact center priority for 2023 and beyond.
What can brands do to create a more flexible and customer-centric operation? How can they achieve these goals amid growing resource concerns?