The contact centre sector has experienced a period of rapid transformation in recent years, driven by a combination of shifting consumer expectations and communication preferences and the vast range of emerging technologies.
But what contact centres technologies are being adopted en masse, and which are struggling to gain traction at the present time?
MyCustomer recently conducted a survey of 100 contact centre leaders from around the globe to explore what contact centre technologies are hot – and what are not.
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.