Have you thought about what your contact center will look like in ten years? Are you ready for the changes to come with your staff, your customers, technology, and more? Here are five trends that have already begun to shape the way we serve our customers and will make a major impact on how service evolves over time.
At the Society for Workforce Planning Professionals (SWPP) Annual Conference, they held two, rapid fire, 60 ideas in 60 minutes sessions for tips and techniques in workforce management. I noticed a couple of themes in the 120+ ideas presented. This is the first in a series of three blogs.
It seems that technology is evolving at a faster pace than ever before. What was innovative just five years ago is now outdated. At the same time, customer and employee expectations have evolved just as quickly. So how can you be sure the investments you are making in your contact center will keep you successful in the years to come?