2020 Interactive Voice Response Morale Multichannel 
Fonolo
NOVEMBER 11, 2021
Agent attrition in 2020 was worsening; that contact center trend continued into 2021 and will continue in 2022. Lower contact center morale. Multichannel options will also be huge, as customers are looking for a seamless experience, no matter what platform they contact you through. Trend #1: Agent attrition is worse than ever.
Calabrio
JANUARY 6, 2016
By 2020, the number of connected “things” is expected to rise to 30 billion. By the year 2020, your washing machine breaks down. If self-service and automation are the norm in 2020, what does that mean for agents? In 2020, you’ll probably have more channels, and your contact center must be flexible enough to support all of them.
Expert insights. Personalized for you.
87 
Let's personalize your content