Driving better customer experience (CX) remains a top priority for businesses globally. In Australia, 41% of CX decision makers rate it as a top business priority according to the Ecosystm CX study. Contact centres are mandated to not only grow revenue but to drive great CX. However, they continue to struggle to achieve this. Contact centres are under immense pressure to relook at their operations on a daily basis. This gets further heightened in challenges times like we are facing now.