As I mentioned last week, now is the time to be looking at technology and infrastructure investments and seeing how your current resources match up with your contact center goals and objectives. With customer experience as an ever-growing consideration among decision makers, it’s worth asking the question: just how critical IS next-generation technology to the success of your business? Can you expect to hold a competitive position in today’s consumer-driven market without it?
The fundamental connection between technology and positive customer experience cannot be overstated. In a recent survey conducted by Forrester Research, 73% of respondents view technology as playing a large or very large role in their customer experience strategy. However, as the infographic below points out, there are a number of barriers to adopting new technology as well as risks associated with failing to do so.
Don’t forget to download your copy of The Next-Generation Contact Center authored by Forrester Research, and watch for final piece in this series next week!
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