NICE inContact

Change management blueprint for contact centre digital transformation

Published by NICE inContact

The COVID-19 pandemic put organisational change into hyperdrive. Businesses were compelled to move to work from home or hybrid working models, which changed the entire flow of work as it became dependent on technology. As the contact centre is no longer one touchpoint in the customer journey, it fails without chain management.

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Related Categories Customer Interaction, Customer Data, Technology