Are you ready for 2020?
Seven big ways the contact center is changing—and why innovation can’t wait
Gartner’s research into how technology is changing the world of work suggests we’re in the middle of a revolutionary decade. As the year 2020 approaches, the Internet of Things is driving businesses toward an all-embracing digital future and completely transforming the ways we interact with our customers.
In this paper, Tom Goodmanson, the CEO of Calabrio, which Gartner positioned as a Visionary in its 2013 Magic Quadrant for Contact Center Workforce Optimization, describes the seven biggest influences shaping the contact center of 2020. He sheds light on the challenges and opportunities associated with Big Data, the virtual workforce and an increasingly automated environment, and underscores the urgent need for center leaders to innovate—today—if they want to compete in 2020 and beyond.