While contact centers under siege from the Covid-19 pandemic are busy looking at ways to automate customer interactions, they may be missing a trick by not considering how they can bring their wider ecosystems together.
The need for increased self-service within contact centers has never been more obvious than in the last six months. Just as customers desperately wanted help, reassurance, or advice, organizations were struggling to keep their main lines of communication functioning. Lockdowns in multiple countries, staff sickness, and a lack of infrastructure, both internally and at a country level, created a level of difficulty never seen before by most organizations.
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