Driving Contact Center Excellence Strategize, Evolve And Scale To New Heights

In an increasingly complex, connected world the contact center is set to become the interaction hub of the digital enterprise – responsible for support, interaction, education and data gathering. 

In an interview report with FRANCEL TABORLUPA, Chief Information Officer, Armed Forces of the Philippines to discover how contact center can evolve beyond omnichannel operation to become the center of a truly connected enterprise, she shared the following:

• what does it take to transform a contact center into multi-experience customer innovation hub?
• Which emerging technologies and innovations are best placed to boost CX and customer contact strategies?
• What effect will current events have on the future of customer contact centers?

In addition, the report also covers:

• Best practices for Outsourcing
• Priorities for 2020 for CX professionals