How contact centers can transform their CX

The global recession has led to increased call volumes in contact centers, with customers calling about complex issues such as travel cancellations and package delays. AI is not yet equipped to handle these complexities. Additionally, agents working from home due to the pandemic have decreased efficiency and raised security concerns. To ensure success during this time, businesses should prioritize scalability, flexibility, and maintaining quality customer experience (CX). Cloud-based contact centers can help manage these challenges by enabling rapid expansion, differentiating businesses through CX, and facilitating seamless support across devices. Understanding the customer journey in times of uncertainty will be crucial for businesses moving forward.