Technology will continue to play a huge role in allowing contact centres to operate while adjusting to the new realities of COVID-19. We look at the IT tools that will help you walk the line between moving some agents back to the office while keeping some in WFH mode.
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In the 21st century, when contact centres function as the navigational cockpit for customer relations, many brands are turning to artificial intelligence and natural language processing to ensure the customer experience is as free of turbulence as possible.
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Gen Z isn’t going to sit on hold for an agent. But emerging technologies and increasing channel diversity are changing the face of traditional contact centres — which has the potential to dramatically improve the customer experience.
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Channels that will transform the contact centre — and the customer experience — include virtual assistants, proactive automation, web chat, instant messaging and mobile applications. Here’s a preview of what’s to come in the next five years.
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