Contact Centers are an operationally-complex part of your business. With the focus on digital transformation, organizations have been trying to find the quickest way to automate processes for Contact Center agents in hopes of improving their operational KPIs.
Automation is vital to a modern Contact Center, but traditional metric models no longer effectively gauge performance. Using traditional surveys and voice analytics to gauge customer CSAT will not give a holistic view in an omni-channel environment.
DXC Technology walks through lessons learned and most common misconceptions in Contact Center digital transformations and the evolution of Contact Center KPIs.