Whether CX transformation is the air you breathe or a box on buzzword bingo, the reality is that the contact center is often the last place to be touched by any transformation. It’s an area that’s locked down by SLAs and deflection goals. So how do you shift the culture and makings of a decades-old machine?

It’s definitely easier said than done, but today we’re talking about the exact steps you need to take to make CX transformation a reality in your contact center.

Still hungry?

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