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Articles

Guest Blog: Reimagining digital channels in the modern contact center 

Digital channels are now central to customer interactions. As contact centers undergo customer experience (CX) transformations, it’s important to recognize that digital communication channels need different management and measurement approaches compared to traditional IVR voice channels. The asynchronous nature of emails, social media messages, and chatbots introduces unique challenges—and opportunities—that require a shift in how we handle data and reporting.