Renaissance of Contact Centers with Oru Mohiuddin at IDC

On this episode, Amelia welcomes Oru Mohiuddin, Senior Research Manager, Enterprise Communications and Collaboration at IDC, where she performs ambitious research projects resulting in leading-edge market intelligence reports.

Amelia and Oru discuss:

- Today’s customers are not as accepting of poor service as they were in the past.

- Customers expect service to be smart, flexible and convenient.

- Agents and customers interact in a personal way, creating a dynamic space.

- Tracking performance across all the emerging digital channels used today.

- The power of self-service, where customers can solve their problems on their own with AI tools.

- The role of bots in maintaining customer identity and history when a call gets elevated to a human agent.

- The powerful business value achieved by empowering agents to make informed decisions.

- The customers’ need to be able to use a variety of different devices.


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#CXO #CX #ContactCentre #CustomerService #CustomerExperience