Today, exceptional customer service isn’t solely determined by face-to-face or voice-to-voice exchanges; it’s a multichannel and, frequently, machine-enhanced process that ties together voice, video, mobile and online channels to deliver a seamless and highly-personalized experience.
2018 is shaping up to be the year of strategic thinking: better analytics, more intentional social media conversations and innovative ways to involve artificial intelligence. To help you stay on target for 2018, we’ve identified nine of the most influential trends affecting centers so far.