Remove Interactive Voice Response Remove Omni-channel support Remove Self service Remove Technology
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2020 Contact Center Investment Priorities

DMG Consulting

IVA, bots, RPA, AQM, self-service, WFM, etc.) Do you plan or are you engaged in a digital transformation that includes digital and social media channels? Figure 1: Contact Center Technology Investment Priorities for 2020. Digital Transformation and Omni-Channel Support. in the next couple of years?

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Top Five Contact Center Trends to Expect in 2020

InGenius

Being a progressive industry driven by innovation and new technology, we can expect to see several trends emerging this year that propel the industry forward and have a significant impact on customer experience and agent productivity. Contextualized omni-channel support. An increase in self-service automation.

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Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty

Kayako

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Customers expect support to be available 24/7.