How contact center technology affects the employee experience

Create a strong, frictionless environment for your employees and allow your CX to reach its full potential.

Contact centers are ripe for technological innovation, and many companies are eager to embrace the benefits of self-service and automation, artificial intelligence (AI), and digital engagement to match customer demands and expectations. But technology alone doesn’t determine the level of service or customer satisfaction—human interaction is also crucial.

While many companies have made heavy investments in their customer-facing tools, most have yet to upgrade the employee experience in the contact center. It is not surprising then, that contact centers have one of the highest workforce turnover rates and are notorious for being understaffed, having unhappy employees, and low productivity.

It’s not enough to just focus on customer experience—companies must also prioritize contact center employee engagement and leverage new technology to compete in the high-stakes labor market and create a superior all-around experience.

This ebook explores:

• How the contact center employee experience impacts your CX.
• Why customer experience is more challenging and important than ever.
• Key strategies to solve CX challenges, around employee experience, AI and automation, and self-service.