Contact Centers in Ten Years: Humans are Here to Stay
Balto
SEPTEMBER 6, 2022
We found: Voice assistance and live chat with a human remained in the top three most used channels both today and ten years from now. The channels with the most fluctuation in the next ten years were social media, online chat bots, and IVR — but not in the directions you would expect. IVR (Interactive Voice Response) Assistant.
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