The report outlines five ways contact centers must evolve to deliver superior customer experience. First, organizations should understand and elevate the value of associates, with 70 percent of executives agreeing better employee experience improves CX and revenue. Second, streamline processes to reduce inefficiencies, as agents often lose over an hour searching for information due to poor systems. Third, embrace a flexible omnichannel ecosystem since most consumers use three or more channels for support. Fourth, leverage data analytics, with 90 percent of executives confirming it boosts CX delivery. Finally, create long-term loyalty through hyperpersonalized, connected experiences, as 89 percent of top CX providers outperform competitors financially.

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