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The Data-Driven Renaissance of Contact Centers

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Transforming Contact Centers: Navigating The Shift Toward AI Integration And DataDriven Strategies

This study reveals the evolving role of contact centers as strategic assets in differentiating customer experience (CX). By integrating advanced technologies like AI and leveraging diverse data sources, organizations are shifting toward a more collaborative, data-driven approach. The findings highlight challenges in adoption and integration, underscoring the need for strategic management to navigate financial and operational hurdles. Emphasizing the critical value of customer service insights across departments, the study showcases how shared data can inform and improve overall business strategies, driving customer satisfaction and operational efficiency.

In December 2023, Zoom commissioned Forrester Consulting to conduct a survey with 408 customer service and experience leaders at the VP level and above in Europe and the UAE.

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