The report highlights the importance of contact centers in the customer journey and the need for effective leadership to transform them into growth drivers. The XM operating model encompasses three areas of growth: Competencies, Technology, and Culture. The report emphasizes the importance of culture in making contact centers successful and provides practical guidance on how to start. Competencies are also crucial in translating transformation strategies into actionable tactics. Finally, the report stresses the need to enable multi-channel support experiences and up-skill agents to handle all customer interactions.
