Guide to the Modern Contact Center

Learn how to meet customer expectations and lower costs in your contact center.

February 28, 2023

Seventy-eight percent of service agents find it difficult to balance speed and quality. And with 48% of customers switching brands for better service, the pressure is on for businesses to solve that challenge. 

Since the contact center is the epicenter of so many of your customers’ service interactions, it’s a great place to start. But how do you take your contact center operations to the next level?

Thankfully, having the right mix of channels and technology will reduce complexity and maximise your contact center’s effectiveness.

Our new guide, powered by Salesforce’s largest State of Service survey to date, shares how you can improve customer satisfaction, boost efficiency, and lower costs in the contact center by:

  • Connecting data for a more complete view of the customer
  • Empowering customers to find answers on their own through self-service
  • Personalising every conversation to build customer loyalty

State of Service Report, Fifth Edition.


13 Years as a Magic Quadrant Leader for CRM CEC.


Learn how modern contact centers can boost efficiency while lowering costs.


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