Overview
Customer experience (CX) trumps everything in the contact center. It’s the number one priority driving service and other activities. Yet, findings from Aberdeen’s Contact Center Executive’s Agenda 2021 survey shows that companies face a variety of challenges affecting their ability to keep up with changing customer needs and business conditions. Furthermore, as firms increase their use of digital channels to engage their current and potential clientele, achieving operational efficiency and reducing costs are still relevant and important objectives.