Modernizing your contact center Q&A sheet

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.

Who it’s for

We made this Q&A sheet with transformational Contact Center, Customer Care and Customer Experience leaders of enterprise-level businesses in mind.

What you’ll learn

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

1. What is the biggest challenge facing global service organizations and traditional contact centers?
2. Why are so many brands adopting asynchronous messaging as a way to engage customers?
3. What challenges will managers and supervisors face in proving efficiency and customer satisfaction in a modern contact center?
4. 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?
5. What are the primary challenges in forecasting staffing needs across digital channels (chat, messaging, social, etc.), and what data could help forecast accurately?
6. How can managers responsibly add and support emerging digital channels without destroying current SLAs or blowing their annual budget on unplanned agent expenses?