The contact centre industry is growing at a pace – but customer demands and expectations are changing all the time. So, what are the key factors shaping the future and helping businesses to modernise, and how are they impacting on performance?
New technology, automation and new ways of communicating – particularly through social media – have revolutionised the customer service landscape.
Customer behaviour has changed markedly over recent years and contact centres have responded with technology that matches the way customers want to interact with businesses.
In part four of his series, James Passingham explains why the demand for simplicity and control in cloud phone systems and contact centre design is a growing reaction to automation-overload.
Rafael Cortes, Foehn Head of Marketing, gives an overview of the capabilities of cloud communications systems today and what to look out for in the future.