New metrics, channels, technologies and ideas are forever changing how we run customer contact centers.
They are not, however, changing why we operate contact centers: to meaningfully connect with customers.
In revealing their outlook for 2019, customer management executives confirm a renewed emphasis on the human touch through personalisation, empowerment and technology that can augment, not eliminate, connections with customers.
How will they pursue this return to humanity? The CCLE Market Study on the Future of the Contact Centers in 2019 and Beyond has the answers.