The Re-Invention Of The Telephone Center
Contact Center Pipeline, Wednesday, February 12th, 2025
The above age-old adage came to mind as I reflected on the past 30-plus years in the contact center industry.
As telephone centers (yes, that was the original name) started up in the mid 80's, terms like multi-channel, digital enhancement, customer experience management, and artificial intelligence (AI) were not a part of the vocabulary.
Fast forward to today, and not only have these terms changed how we do business in the contact center, but our industry continues to evolve into a service that cares for customers' needs and drives efficiency in business results.
Possibly one of the biggest changes we have seen in our industry is the customers' increasing expectations of service from our frontline representatives.