Contact Center Trends for 2021

Keeping pace with technology and the operational challenges of growth and customer demands continues to create a paradigm shift in our thought processes in how we adapt to our customer’s needs, and this almost always impacts the technology we must use to maintain an edge over our competition. While technology provides great opportunities to advance our operation, the underlying influence upon people and how we adapt to these changes should be considered as well. My list of Contact Center trends will address technology and the shifts in the operational mindset of the contact center, hopefully offering insight into topics not usually addressed in a year-end, forward-looking summary.
Bots, Artificial Intelligence/Automation & Self-Service Voice Analytics Data & Business Intelligence Cloud Migration Agent Expertise/Brand Consistency Social Media
I break each of these down here: https://www.inflowcomm.com/2021/01/contact-center-trends-for-2021/
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