Consumers have permanently changed how they live, work, and shop. Our modern economy has transformed to offer creative solutions for shopping, fulfillment, and delivery of goods and services. While customer service remains crucial to businesses’ success, the way in which it is delivered has dramatically changed. And while the traditional centralized contact center approach will always play a vital role in the world of commerce, it’s time to catch up to where customers are now.
As we enter a new decade with fresh challenges, exciting technology, and endless possibility, contact centers must rethink their role within an organization. As online, in-store, and remote experiences explode in popularity, businesses require a single function to unite the company, direct focus towards the customer, and orchestrate communication and service delivery.