12 QUESTIONS TO PREPARE YOUR CONTACT CENTER FOR THE NEXT DECADE

Originally Posted on ICMI

Nothing like a round number on the calendar to make us reflect on where we have come as an industry, and where we are going.
It can take one’s breath away to think of all that has changed in this past decade. Just think:

• There was massive technological change that reshaped every aspect of the contact center.
• It was a decade when customer experience became the focus.
• Multi-channel and omnichannel transformed how we interact with customers. We went from communicating across two to three main channels to now being responsible for as many as 10 to 12.

Okay, take one last look back and, perhaps, a breath. More change is coming.
Here are four things to think about to make the most of what might come in the next decade:

Read the rest here on the ICMI blog....