We have all personally experienced a considerable shift from the old days of long wait times on hold to
resolve customer issues, make a purchase, or make an appointment. With the adoption of mobile phones and web chat, we can engage in
transactions or communication that would previously have taken minutes. Whether
we do mobile or online travel, shopping, or banking, digital transformation is quickly
shifting when and how contact centre employees engage with customers.

Learn more with this IDC perspective that offers insight into a holistic strategy for improving customer service and experience by
deploying key technologies across the workplace, workforce, and work culture.