The New Contact Center Megatrends and Innovation Ideas for 2010
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These are interesting times for
contact center executives. As the rise of
the Internet (and now, mobile Internet) and
social networks collide with forces of globalization,
contact centers find themselves in the eye
of the storm. They are buffeted by powerful
winds of change, ranging from the dramatic
migration of most phone business to the Web
in some industries (almost 80% of retail trades
are now conducted over the web in brokerage
firms) to the high-profile outsourcing of
agent positions to low-cost countries. To
add to it, CxOs are redefining expectations
from their contact center operations as they
seek to build competitive advantage through
distinctive customer service.
What are the NEW
megatrends that are transforming contact
centers today? How can you ride them for
success in 2010? Download this white paper
to find out.
