Why Contact Centers Are Essential in a Digital-First World


Many customers prefer to find answers to their questions themselves – whether its online or through a mobile app. But, for more complex issues, chances are they’ll opt to call your contact center. And when they do, they’ll expect your associates to be able to solve their problem quickly and effectively.

In this white paper, learn how arming your associates with the right training tools can help your brand turn every incoming call into a great customer experience.


  • How EnergyAustralia’s streamlined training process led to a 32-point increase in NPS
  • Which strategies promote associate productivity and satisfaction
  • How to leverage cross-sell and up-sell opportunities that benefit the customer

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