For those who have worked in the call center industry for more than a few years, the changes each new year brings are both exciting and interesting. While short-term progress often seems to tick by without much change at all, the span of a year can bring big transformations to your contact center.
This is especially true when it comes to call center technology. Those who have managed or even worked in call centers for many years can tell newer employees that this is the single fastest-changing aspect of the field. Because technology is always updating and always improving, its impact on your call center is always evolving.
Here are some of the ways that call center technology and the call center itself are changing in the coming year – and how to be on the right side of these changes.