Inside the Quality-First Contact Center

The Contact Center Must Evolve: 5 Trends to Watch

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"Constant evolution is essential in the contact center industry." Our recent article, posted on ICMI.com, authored by Callzilla President and CEO Neal Topf, features 5 notable trends to watch to stay ahead of the curve as contact centers continually grow and evolve.


5 Trends To Adopt as Contact Centers Evolve

  • Pairing Automation with Self Service
  • The Channel Pivot Approach
  • The Push Down - Pop Up Effect
  • Employee Experience & Engagement
  • Proactive and Automated Processes

It's not enough to be aware of these new trends. Omnichannel and automation are just the tip of the ice burg. Pushing to be better and constantly evolving is the challenge of contact centers. Keeping the status quo will leave you back with the 'call centers.' 

To read the full article, visit ICMI.com or click here.

Topics: Call Center Agents Call Center Insights