Report 27 Apr 2023

Expert View: Reducing Friction Across Customer and Agent Experiences

The role of contact centers has increased in prominence with the advent of the digital age and the impact of the recent global pandemic. However, this has further emphasized the layers of complexity and friction between customers/clients/citizens and agents in contact centers. PAC considers addressing this friction essential to building long-lasting relationships and increasing engagement across B2C, B2B, and G2C channels.