Executive Interview : Technologies Impacting the Contact Center Industry In the Next 12 Months
What technology do you believe will have the biggest impact on the industry over the next 12 months?
- Brian Zotti, Senior Vice President of Operations and Services, i CAN Consulting, United States
- Kimber Houlne, CEO, Working Solutions, United States
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- Shirley Hung, Vice President, Everest Group, United States
- Irine Lopez, Director, ILO Simple Solutions Sdn Bhd, Malaysia
In 2019 there will also be more emphasis on contact centre data as a valuable source of unsolicited Voice of Customer data. Currently it’s a black hole and rarely analysed effectively, usually with very poor classification. Machine Learning can unlock complex sets of omnichannel interactions to understand what and why customers call, making it a key focus for contact centres in 2019."
- Dan Somers, CEO, Warwick Analytics, United Kingdom
- Andrew Shockney, President, What Box Consulting Group, United States
Today's Tip of the Day - Attention To Detail
Published: Monday, April 1, 2019
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