June 15, 2016
Talk the Talk: Top 2016 Contact Center Trends
Some tech pundits have argued for the demise of “traditional” customer support — that the shift away from handset phones and email questionnaires to mobile devices and on-demand assistance will inevitability sink this market. By extension, that should mean that the contact center is also under threat: Do companies really need a centralized point of communication for questions and concerns? However, the market is alive and well, and rather than demise, there’s a shift underway impacting customers and businesses; here’s a look at the top contact center trends for 2016.
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