Contact center optimization is defined as making the best or most effective use of a resource.
For many organizations, optimizing their contact center technologies can be a very daunting task, due to:
- Outdated systems
- Constantly evolving customer expectations and behaviors
- Increasing number of new technologies and vendors
- Inability to effectively analyze current operations and identify improvements
All in all, it sure can be difficult to know where to begin and how to enact change.