Preparing for the Perfect Contact Center Storm

The recent labor and supply chain shortages are merging to create a perfect storm of challenges impacting businesses across the globe. Front-line workers in contact centers providing customer service are taking the brunt of this, as customer frustration rise due to unavailable products or delayed shipments, combined with contact center staffing shortages causing long hold times and strained agents.

How Can Contact Centers Prepare for the Storm? 

Blair Pleasant walks us through 6 Steps to Reduce Supply Chain & Labor Shortage Impacts on CX: 

  1. Intelligent Journey Orchestration & Automation
  2. Staffing at Scale
  3. Intelligent Routing and Personalization 
  4. Focus on Agent Experience 
  5. AI, Automation, and Assistants - Beyond Bots 
  6. Mobile-First Service Solutions 

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