Contact Center Tech Tag

27 Feb Contact Center Tech – From the Net to AI

Posted at 07:00h in Customer Satisfaction Blog, Favorites by Cassandra Vincent

The call center has evolved into the contact center through a variety of technological innovations that followed the trusty telephone. (I have mine right here, in case I’m hit by a food craving) The net, IoT, the cloud and AI have and will continue to...

call centers have moved on from switchboards

20 Feb Contact Center Tech – Switchboard to Automatic Call Distribution

Posted at 07:00h in Customer Satisfaction Blog, CX Journey by Cassandra Vincent

It may not change fast enough for some (“your estimated wait time is 27 minutes…”), but call center communication has come a long way, baby. Imagine having to write an actual letter, on real paper with a stamp and everything, to get an issue addressed. That...

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