That's the title of my latest post for No Jitter. Am a bit behind posting about it, as I'm on vacation this week.
This time around, I'm drawing from a current study commissioned by RingCentral about how contact centers are trying to embrace new technology to meet changing customer needs. Digital transformation is a big theme, as is the cloud and CX, and addressing them all isn't easy.
I've taken select data sets from the study to connect those dots, with the intent being to show just how hard this really is, along with steps that I think will make that journey easier.
The article is posted here on No Jitter's site, and as always, your comments are welcome, along with any sharing you care to do.