NICE inContact

The state of contact centre transformation in the new digital world

This resource is published by NICE inContact


The effects of the pandemic have greatly accelerated the pace of change in contact centres, and there is no going back to how things were. Deprived of the ability to visit physical stores and offices, customers turned to the contact centre and companies' websites to answer their queries. The agent role in the digital contact centre has already expanded to handle complex matters but will also be needed to support the customer throughout their entire journey. 

Download now to explore the ways in which the digitally-transformed contact centre will improve organisations’ capabilities and outcomes.


Related categories
Customer Interaction, Cross Channel, Customer Analytics, Customer Relationship, Collaboration, Technology


Download Now

Required fields*

Please agree to the conditions

By requesting this resource you agree to our terms of use. All data is protected by our Privacy Notice. If you have any further questions please email dataprotection@headleymedia.com.