What are the top priorities for contact center leaders in 2019? According to contact center leaders from around the world, meaningful customer engagement and improved CX are still dominant. A customer-centric and human-centric approach is the leading strategy for improving CX — but ensuring the right technology is in place to further enhance customer-agent interaction is a must.

In this Market Study, you’ll learn about significant priorities for contact center leaders in 2019 including:

  • Increasing digital engagement capabilities
  • Provide unique customer resolutions and improve the agent experience
  • Coaching agents on “human” factors and using AI for process automation