Matt McConnell talks about the challenges facing managers, the limits of self-service and the future of physical contact centers
Tag: call centres
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3CLogic execs warn that voice is being siloed from omnichannel customer experiences
The cloud-based call centre telephony firm argues that voice conversations need to be deeply embedded within systems of record
‘GigCX’ research predicts 25-50% of service will come from crowdsourcing expert customers
An AI startup called Limitless suggests the same model that worked for Uber and Airbnb may be adapted by CX professionals
COVID-19 and the call centre: Frost & Sullivan analysts assess the CX impact on BPOs and solution providers
The market research firm brings together analysts from around the world to look at what business process outsourcers are doing to keep CX standards high