Contact centers (yesterday, now, tomorrow)

Not everyone feels confident that they are getting the best possible help when they call a contact center for assistance. This skepticism often extends to the technology being used when a customer calls with a question. This is important since the technology that the person handling the call can determine how well they do their jobs as well as the kind and amount of information they have about the caller. Technology that provides context about the customer is still a rarity. Let’s take a look at how contact centers have changed over the years and […]