The report discusses the importance of rethinking the role of the contact center in the new era of customer experience. The report suggests that the contact center should be aligned with customer lifetime value and should invest in multi-skilled agents and agent autonomy. The report also emphasizes the need to break down channel silos and consolidate technology to deliver on customer expectations. The report concludes that the contact center is an essential part of the customer experience and should be treated as an experience center.
