Slideshows

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.

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


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