Chatbots… AI... Omnichannel… Contact centers can sometimes get caught up with the newest or trendiest tools, without having a clear strategy or understanding of customer needs. Before jumping to a chatbot, have they mastered chat?
Listen in as Joe Bigio from Quovim C3, a leading contact center solution and service provider, outlines best practices when considering the adoption of new channels or technologies. Joe proposes taking a step back to define customer needs and business requirements, and then selecting the digital transformation tools that best align with the objectives.