The pandemic didn't change a thing for contact centers.
Yes, contact center agents are working from anywhere, not just the office now.
They're busier than ever on the phone with customers.
And all their data is moving to the cloud at warp speed.
But the pandemic didn't drive those changes. It merely accelerated them. Take work from home. The technology is in place, objections have been addressed, and we know that working from anywhere using data in the cloud actually works.In some ways, COVID has proved to be a giant social experiment and we're finding out that we can do better than we thought.What's going to happen next with contact centers?A few things to keep an eye on:
Contact center work will grow more flexible in time as well as location.
More movement toward the cloud as the umbrella of services expands.
Stronger cloud-to-cloud interactions.
But, what about AI? On a recent episode of That’s Genius!, we talked with Dave Michels, principal analyst and founder of TalkingPointz. We discussed the key trends, drivers, and tools in the contact center space in 2020.
You can listen to my conversation with Dave, here.
Michael joined Five9 in August, 2017 overseeing corporate and brand communications. During his time with Five9, he has spearheaded a brand messaging refresh that centered on digital transformation, and strategically developed strong media and social media programs to elevate brand awareness for Five9.
He is an experienced strategic marketing communications professional with a thirty year proven track record. This has enabled Michael to develop creative and effective global marketing and corporate communications campaigns that have included thought leadership, social media influencer campaigns and reputation management initiatives.
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