The past years events have changed everything, we have had 5 years of advancements in 6 months, working from home is now the norm and digital is on the rise. After being forced to move everyone home, contact centres are starting to discover new and innovative ways to support their agents and serve their customers better. In time, the role of the agent will change, as AI driven bots take on more rote interactions, leaving agents with the harder questions, and the ability to work from anywhere enables companies to hire from anywhere creating a new expert agent.
Contact centres must be connected to the rest of the company in new and more powerful ways to ensure success, they need access to experts to solve customer problems in real time, they need communications tools to be able to function as a team, and they need to be able to connect and support each other. This new world will require a tight integration between your UC and CC tools to keep your contact centre together and to help bring your whole company together to focus on your customers.