Change is happening faster than ever and contact centres are feeling the impact. Digital innovation can achieve impressive results, but how ready are organisations to extend the traditional contact centre boundaries and embrace change?
IDC, in conjunction with Sabio and makepositive, set out to better understand how digital innovation is evolving in the contact centre space.
They spoke to five companies with significant contact centre operations in the process of introducing digital innovation.
Featured companies: HomeServe, Royal London, Advanced, Computacenter and Welsh Water.
Author: Jack Vernon, Senior Research Analyst, IDC