Do you remember that joyous feeling when the thing preventing you from having an easier life was removed? Can you remember what it feels like when the elephant that was sitting on your chest finally gets up? Have you ever experienced relief when that huge barrier preventing you from being more customer centric was finally removed?
The irony of many legacy contact center communication platforms that are being used to serve customers often prevent you from doing it effectively. Most of these platforms were primarily built from voice being the foundation and then as channels grew, they were merely added onto the voice channel versus being merged with voice from a workflow and queuing perspective.
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