The Evolution of Contact Centers to Customer Engagement Centers

If there is one thing most organizations agree on in November 2017, it is that contact centers must up their game and take the next step to become customer engagement centers.

The conversation has shifted from gaining competitive advantage to not slipping into competitive disadvantage.

Just as most companies have embraced the advantages of an omnichannel approach to customer service (over simply a multichannel one), they are seeing their contact centers (which evolved from call centers) advance to the next stage in the maturity life cycle—the customer engagement center.

  • Your Customer Engagement Center Should Have Launched YesterdaySponsored by Genesys
  • The Customer Engagement Center Is the New Loyalty BattlefieldSponsored by NICE inContact