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Editor's Pick (1 - 4 of 8)
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Omnichannel, Next-Gen Tech and Engaged Agents Converge to Drive Superior CX

Omnichannel, Next-Gen Tech and Engaged Agents Converge to Drive...
Michael Ringman, CIO, Telus International

Role of Cloud in Contact Center

Role of Cloud in Contact Center
Jeff Linden, SVP of IT and CIO, Red Roof Inn

Contact Center - Trends and Opportunities

Contact Center - Trends and Opportunities
Supantha Banerjee, CIO, PSC Metals, Inc.

Digital Consumerism Changes the Face of the Contact Center

Digital Consumerism Changes the Face of the Contact Center
Randy Holl, CIO, Contact Solutions, a Verint Systems Company

Unclogging the Branch and Call Center Traffic Jam

Unclogging the Branch and Call Center Traffic Jam
Edward Vidal, Director IT Service Management Office, Memorial Healthcare System

The Touch of Magic to Transform Contact Centers

The Touch of Magic to Transform Contact Centers
Lexi Emmons, Sr. Director, Customer Experience, Bright Horizons

How to Leverage Data Science to Provide Insanely Great Customer Experiences in Any Industry

How to Leverage Data Science to Provide Insanely Great Customer...
Dr. Mark Wang, Chief Data Scientist, Alorica

Three Ways Contact Centers can Shape Customer Experiences

Three Ways Contact Centers can Shape Customer Experiences
Preston Rogers, Assistant VP, Customer Contact Centers, Unum [NYSE: UNM]

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Five Trends Set to Transform the Contact Center

By CIO Applications| Thursday, March 04, 2021
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The pandemic has pushed contact centers to tackle agent at-home issues, and most organizations have seen a significant increase in call volumes because of closed retail and branch locations.

FREMONT, CA: The contact center is set to see some significant near-term changes as the industry expands and experiences a steady innovation rate thanks to cloud economics. The move from product to service is creating new opportunities to enhance and provide customer engagement.

Providers are rushing to offer transformative changes to the current and expanding market along with reduced obstacles to innovation, which is pushing for innovation and disruption in the contact center.

Here are three trends set to transform the contact center:

Self-Service Bots

Bots can be used for self-service use cases that remove the need to interact with a human agent. Although they are good at reducing costs, they are not as good at customer satisfaction because the bot technology remains limited.

top contect center consulting companies

The new opportunity brought by bots can allow new types of interactions such as enhancing online web and mobile applications in specific situations and enable self-service.

Check Out: Top Cloud Solution Companies

Expanded Services

Cloud-delivered providers are motivated to encourage adoption and retention compared to premises-based vendors. CCaaS providers are moving into adjacent services like scheduling and real-time analytics, allowing contact center support staff to concentrate more on operations and results rather than design and support.

Agents-at-Home

The contact center has begun digitally transforming and does not have to depend on space or location. Agents-at-home is more ideal as agent and management tools work remotely, and the customers they engage with are dispersed.

The pandemic has pushed contact centers to tackle agent-at-home issues, and most organizations have seen a significant increase in call volumes because of closed retail and branch locations.

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