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Link: PunkCX
In this recent podcast interview, the evolving landscape of customer experience (CX) and contact centers is discussed. CGS is a global provider of business applications, enterprise learning, and outsourcing services with a diverse portfolio of clients. The conversation revolved around adapting to changes brought by technology, demographics, and shifting customer expectations. Key takeaways emphasize the need for modernized training methods, balancing technology and human support, and transforming contact centers into value centers by focusing on customer satisfaction and advocacy.
Key Points and Ideas:
The contact center industry is undergoing transformation due to technology, demographic shifts, and evolving customer demands.
To keep up with the next generation of workers, training methods in the contact center industry need modernization.
The integration of AI and technology with human support is crucial for effective ...
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