Sheila McGee-Smith | January 03, 2017 |
Top Contact Center Stories of 2016

The big contact center story of 2015 was the customer journey, understanding that handling customer queries one interaction at a time without regard to context was a thing of the past.

In 2016, it became increasingly clear that tracking a customer's journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service, and customer care. As each of these business functions reinvent themselves for a digital world, the impact of technologies like analytics, artificial intelligence, and the Internet of Things will be felt across all of these processes.

Digital transformation meets customer experience
Top Contact Center Stories of 2016 Digital transformation meets customer experience

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