IDC InfoBrief - Dealing in Digital


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.

Read this report to get insight into:
  • The contact centre environment that each of these companies has developed
  • The current challenges they face and how this is changing as a result of digital innovation
  • How the agent experience is evolving
  • The challenges and opportunities that digital innovation presents to agents

Featured companies: HomeServe, Royal London, Advanced, Computacenter and Welsh Water.

Author: Jack Vernon, Senior Research Analyst, IDC




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