It’s time for our own superhero in the contact center industry. I nominate inefficiency as the villain in this superhero story and contact center automation as the superhero.

While analyzing all these inputs in real-time, these solutions can trigger guidance to the agent and alert a supervisor where necessary to improve the interaction outcome.

Rather than reset for ‘back to normal,’ embracing today’s operational cornerstones can lay a strong foundation for future success.

With cloud-native communications platforms, enterprises don’t have to tie themselves to legacy telecom carriers that could limit their autonomy, flexibility and variety of services.

The mindset that brands are beginning to adopt with respect to customer care is, at its core, relatively simple. They are beginning to think from the customer’s perspective.

The future of enterprise communications rests on improving employee and customer experience. This means breaking down barriers between the contact center, organization, and outside world.

Companies end up spending a lot of energy trying to reduce costs, deflect customer interactions and retain customers without having to spend money on them.

Consumers expect immediate assistance with hyper-personalized advice regardless of how they engage with your brand.

One in four businesses saw fraud attempts increase in their call centers, which often are a vulnerable, enticing access point for fraudsters.

Today’s contact centers are not only battle-hardened, they have laid the foundation for the next generation of success.

Given the last eight months of global turmoil, it’s easy to forget that contact centers already had a long list of compelling reasons to change.

The same old limited digital service capabilities do not cut it in the new environment.

It is clear that the old brick-and-mortar ways will have to step aside in favor of the power of analytics.

Our data shows that many customers actually appreciate being placed on hold if it’s done in the right manner.

This automated, intelligent and efficient way to connect people to knowledge, ushering in a new era of ‘Knowledge Anywhere,’ has never come at a better time.