Platform

For digital customer service

Agent efficiency, automation, and operational insights

Messaging | Modern Chat | Chatbot | Social & Reviews

For community engagement

Self-service support, education, and collaboration

For digital marketing

Content management, publishing, and governance

Social Marketing | Social Listening | Experiences

CX Insights

A unified, actionable view for world-class CX

By industry

Financial services & insurance

Secure solutions to keep customer information safe

Telecommunications

Cutting-edge tech to innovate and inform your customers

Technology & software

Deep insights to keep a pulse on customer demands

Travel & hospitality

Real-time capabilities to stay connected with consumers

Retail & distribution

An integrated platform to nurture the customer journey

Platform

For digital customer service

Agent efficiency, automation, and operational insights

Messaging | Modern Chat | Chatbot | Social & Reviews

For community engagement

Self-service support, education, and collaboration

For digital marketing

Content management, publishing, and governance

Social Marketing | Social Listening | Experiences

CX Insights

A unified, actionable view for world-class CX

By industry

Financial services & insurance

Secure solutions to keep customer information safe

Telecommunications

Cutting-edge tech to innovate and inform your customers

Technology & software

Deep insights to keep a pulse on customer demands

Travel & hospitality

Real-time capabilities to stay connected with consumers

Retail & distribution

An integrated platform to nurture the customer journey

Modernizing-your-contact-center-q-a-hero-image

Download the Tipsheet

Why we made this Q&A sheet

Our webinar guest speaker, Kate Leggett, VP, Principal Analyst at Forrester, also answered these top questions from Digital Care professionals to help you navigate the change to a modern contact center.

We hear these questions frequently so we made a handy Q&A sheet for you to refer to when you are ready to make the change.

We made this so you can learn from the best. Kate is a leading expert on customer relationship management and customer service strategies, maturity, benchmarking, governance, and ROI.

What you’ll learn

In this Q&A sheet we’ll dive deep into these six questions with answers:

What is the biggest challenge facing global service organizations and traditional contact centers?

Why are so many brands adopting asynchronous messaging as a way to engage customers?

What challenges will managers and supervisors face in proving efficiency and customer satisfaction in a modern contact center?

How can managers align measurement of efficiency, utilization, and productivity between traditional and digital service organizations and how big of a role should automation play?

What are the primary challenges in forecasting staffing needs across digital channels (chat, messaging, social, etc.), and what data could help forecast accurately?

How can managers responsibly add and support emerging digital channels without destroying current SLAs or blowing their annual budget on unplanned agent expenses?

Platform

By industry

Platform

By industry

Modernizing your contact center Q&A

Welcome back!

Download the Tipsheet

Why we made this Q&A sheet

Who it’s for

What you’ll learn