We’ve noticed two emerging contact center themes from around the globe − which are strikingly familiar:
1) The value of speech analytics – ranging from supercharging quality monitoring programs to driving the entire enterprise toward greater customer centricity – the excitement for speech analytics can be found half way around the world.
2) Workforce management is on the move – migrating from the contact center into the rest of the enterprise. Bringing workforce management into other areas of the business requires a lot of thought and planning – because the nature of work in the contact center is intrinsically different than in the rest of the enterprise.
Read this article to learn more about these global contact center trends that can have implications for your center.
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