7 Contact Center Trends For 2024 And Beyond
Search Custom Experience, Wednesday, July 31st, 2024
As contact centers trend toward becoming viable profit centers, AI's influence is at the core of conversational analytics, omnichannel communications and a mobile-first strategy.
Businesses chasing the elusive goal of turning contact centers into profit centers have renewed hope with the arrival of artificial intelligence.
AI holds the promise of eliminating many barriers that have prevented contact centers from turning a profit. Among the challenges confronting businesses are more efficiently integrating AI with existing technology resources, increasing the productivity of contact center agents while lowering IT costs, reducing high agent turnover rates in on-premises locations, providing better omnichannel customer support and easing the process of establishing a hybrid operation that enables agents in remote locations to be closer to customers.