04 January 2021

Future of the Contact Center – Digital Transformation

We call it the Digital Wake-Up Call. And many organizations are sleeping through it. But it’s time to answer! 

Everyone knows that the digital transformation in the contact center is inevitable, and the mission to get there is becoming more urgent. While you can more easily move to cloud and add sought-after functionality like artificial intelligence, bots, and desktop tools, how does this affect how you actually interact with your customers? How does it impact the customer experience?

We presented with NICE InContact on contact center digital transformation at the most recent Contact Center World event, addressing these topics. Chris Bauserman, VP of Product Marketing at NICE InContact and Andy Middleton, Senior CX Consultant at PTP shared current trends, metrics, and case studies with Toyota and Grainger on how to move your contact center to the cloud while keeping the focus on your customers.


Transform Your Contact Center

We’d love to support your efforts in joining the digital transformation. We can share best practices and show you how it can change your business and improve your CX.

Contact us and we can share best practices to get you going in the right direction.

Authored bY

Mark Pendolino

Mark Pendolino is the Director of Marketing at PTP, overseeing the creation of customer experience content focused on helping organizations discover best practices for evolving the customer journey. Prior to PTP, Mark managed teams for companies such as Microsoft, Smartsheet, Fujitsu, and Parsons Brinckerhoff. Mark holds a master’s in Communication in Digital Media from the University of Washington, and a bachelor’s in Technical Communications from Metropolitan State University of Denver. In his downtime, Mark likes to thrash a bit on the drumkit and pretend he’s a rock star.


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