Contact Center as a Service (CCaaS) is a cloud-based customer service solution providing businesses with features to manage customer interactions. CCaaS solutions typically offer a range of features: including inbound and outbound voice calls, email, chat, and social media support. One of the primary benefits of CCaaS is that it provides businesses with a scalable and flexible solution that adapts to changing customer demands and business needs.
But if a business wants to stay competitive and meet customer expectations, contact centers must undergo a digital transformation which can be complex and challenging.
In this episode of CX Education, Shameem Smillie, CCaaS Consultant at AlwaysTheOther Limited, gets into the digital transformation of contact centers and the increasing use of technology in customer service. Shameem and our host Gwen Lafage discuss digital transformation, improving customer service, and the position of women in tech and customer experience.
