Most contact center leaders know what contact center optimization is through experience. At some point in their career, they’ve had to double down on strategies or tactics to lower costs, improve agent performance, or redesign their customer experience. However, with new technology advancements, now is a great time for leaders to revisit what optimization looks like in the new era of contact centers. This refresher aims to reinvigorate your approach to optimization, ensuring your contact center not only meets but exceeds performance expectations in an evolving landscape.

When done correctly, contact center optimization can improve operation efficiency and align your contact center to broader business objectives. It involves a holistic approach that integrates people, processes, and technology to deliver exceptional customer service while maintaining cost-effectiveness.

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