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An agent logs in to her computer and sees she has been assigned a callback to a customer who reached out the previous day about a missing credit card payment.

The nature of work is changing. The addition of new generations to the workplace, the lasting effects of the pandemic on consumer and employee behavior, and the need for resiliency amid economic uncertainty have combined to create a perfect storm of challenges for the contact center.

Whilst many of us remember the well-known story of Maria and the Von Trapp family in “The Sound of Music,” I suspect that many more will be able to recount, much less fondly, a “horror story” regarding their utility supplier.

Bhagyashree Bhoyar became enamored with technology as a profession when she realized she could help create something bigger than herself and benefit others.

The heady days of economic growth are gone, with inflation and a looming recession weighing on both businesses and individuals.

Today’s customers are extremely informed and savvy because they are constantly self-educating through online content. They expect all necessary information to be readily accessible and easy to find.

There’s a lot going on in the post-pandemic workplace, and the contact center is no exception. While customer happiness remains a top priority for contact center leaders, it is undeniable that customer expectations of speed and service continue to evolve.