As businesses seek to modernize their contact centers in 2023, they must prioritize excellent customer service and personalized interactions to remain competitive. Cloud-based contact centers, such as Twilio Flex, offer flexibility, lower overhead, and better service delivery for global customer bases. To achieve this, companies can implement three strategies: train agents to handle conversations on all channels, enable them to control which channels they work on, and integrate a customer data platform (CDP) to capture and activate first-party data in real-time during service interactions. By doing so, companies can improve agent engagement, workplace culture, and overall job satisfaction, while also providing a more personalized experience for customers, leading to increased loyalty and revenue.