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Contact centre trends in 2023: CX, EX and AI

Connect

Automation, big data, CRM (customer relationship management), hybrid systems, cloud, workforce management and predictive analytics have been the driving force for this innovation and have greatly improved how contact centres manage interactions to improve CX (customer experience). By Karl Reed, VP of Solutions at Connect.

Morale 40
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Call Center Reporting - A New Paradigm

Xaqt

Despite significant advancements in big data and open source tools, niche Contact Center Business Intelligence providers are still wed to their own proprietary tools leaving them saddled with technical debt and an inability to innovate from within.