Technology and Customers Lie at the Heart of the Contact Center Evolution
When thinking about customer care centers, it’s important to leverage IT solutions and partners that focus on the outcomes — and not the technology.
Once upon a time, companies built out massive call centers. There, workers sat in cubicles and relied on operators, who sat in front of switches to route calls to the right people. And while the process did evolve — the operators became technology-driven and not human, for starters — things didn’t really change until the…