The benefits of contact centers are crystal clear to operations executives and those who live and breathe customer service, but what about to all your other business leaders? Those who don’t deal in the day-to-day of customer service, workforce management, and customer operations can miss out on the big picture: your contact center is more than a budget line item.

Contact centers serve two groups of people: Your customers and your employees. With such an impactful presence, it’s important to understand the real value a contact center has on a business and its growth potential.

We’re sitting down with Meagan Thai, Director of Contact Center & UC Solutions for Telarus, to talk about how getting your contact center right is critical to improving your customer (and agent) experience. Plus, Meagan’s sharing her thoughts on where contact centers are heading in the next few years and what pain points companies seek to solve for most.