target audience: TECH SUPPLIER Publication date: Mar 2024 - Document type: Market Presentation - Doc Document number: # EUR151953224
The Future of Frontline CX Teams: The Uberization of Contact Centers
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Abstract
This IDC Market Presentation explores the next steps in the evolution of contact centers as focus shifts to enhanced customer experience (CX). With contact centers moving away from traditional and inflexible services to become more customer-focused, what are the future opportunities? Cloud-based infrastructure is creating unlimited scopes for innovations, one of which could be developing an Uber-like operating model that enables on-demand home service at any time of the day.