A quality end-to-end experience for both a call center’s agents and customers is more important than ever, in light of the Covid-19 pandemic and the increased engagement of remote workforces.
We sat down with Melinda-Carol Ballou, Research Director for IDC’s Application Life-Cycle Management program for some practical advice and guidance on what contact center and IT leaders can do to overcome the barriers to accelerating release cycles and improving overall quality within the contact center environment.
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