Top five contact centre trends in 2021

ITWeb | Feb 23, 2021 at 7:32 AM
  • There’s no doubt that last year presented us with immeasurable challenges, forcing businesses and contact centres to take decisive action and drive significant change in the way they operate.
  • With a more complex speech analytics algorithm in place, a better understanding of customer interactions is possible, agent performance can be better analysed and assessed, and staff hours currently dedicated to sifting through recordings can be put to more valuable use.
  • As these trends continue to cement their place and evolve, the important thing will be to remain aware and adaptable, and to partner with the best possible technology providers to offer your business the best chance of success.