Pekka Porkka (Head of Development) and Markku Helin (Chief Product Owner) for Sinch Contact Center explain, how the new bar for contact centers is frictionless customer engagement ─providing interactions across channels that are easy, data-driven, and seamless.
Contact centers are busier than ever today, due in part to the recent digital transformation trend, and exacerbated by the Covid-19 pandemic which has forced many organizations to move their business entirely online. This has resulted in long on-hold wait times, unhappy customers, and frustrated contact center employees. So what's a company to do? One quick win is to implement a modern Cloud-based contact center like Sinch Contact Center. Read on to learn more.
Along with much of modern life, the contact centre is forever changed by the Covid-19 pandemic. Workers in affected regions simply are no longer able to travel to and sit closely together in traditional contact centres which has led to an increase in contact centre agents working remotely.