At the beginning of this year, industry thought leader Martin Hill-Wilson shared his predictions for what he thinks will happen within ambitious contact centres in 2019.
Wherever you place yourself, there’s something here for you. That’s because the competencies being described are combining into a new operating model that every service organisation increasingly needs.
The predictions tell a story of where the contact centre industry is heading. Those on the journey range from serial service innovators, to others who prefer to follow best practice and recognise they operate in more conservative cultures.