Discover the biggest trends that lie ahead for the call centre in a research paper that dares to imagine what the future could look like.
In this report, experts explore:
- The future enterprise. How data and AI will move from hype to reality, capturing the customer voice completely, and breaking down silos.
- The future colleague. The emergence of new roles and how this will diversify roles, the importance of customer-facing roles when things become more complex, challenges with training and engaging colleagues, and how robotic team members can become colleagues.
- Future CX. How human-to-human contact will be prized, introducing a tiered approach to servicing as human contact becomes more valued, becoming proactive with our customers, and customer KPIs will become more behavioural, and less survey-based.
- Humans and machines working side-by-side. Having a digital twin, always needing a human backstop, supporting the vulnerable as technology grows, and the emphasis on empathy in a technology driven world.
