The State of the Contact Center in 2020 | Peter Ryan Interview

Contact Center | 0 minute read

A few weeks ago, our CEO, Shai Berger, sat down with Peter Ryan, Principal Analyst and Founder of Ryan Strategic Advisory, to discuss the state of the contact center going into the new decade, and how the industry is expected to develop in the coming years.

In it, we discuss:

  • Why voice is the most omnipresent channel and will remain so for years to come
  • If the utility of chatbots has been overstated and why they won’t replace humans
  • The real reason why companies are investing more in their contact centers
  • A major problem with ‘AI’ in the call center today, and how smart AI providers can position for success
  • The truth about call center outsourcing and why most people are wrong about it, and
  • Why clever companies are spending more developing human talent than technology.

Watch the full interview below, and then go read here to read more of our predictions for the state of the contact center industry:

 

 

 

Fonolo Resource cover image

Trend Alert! Contact Center Industry Predictions for 2023

This report offers perspective on where the contact center industry stands today, plus our trend predictions for 2023.

Download Now

Trend Alert! Contact Center Industry Predictions for 2023

Contact Center Trends 2023
Download Now
Fonolo Resource cover image

Trend Alert! Contact Center Industry Predictions for 2023

Download Now

See Fonolo in Action

Select the type of demo you'd like.

By continuing to browse our website, you agree to the use of cookies for providing our services, marketing purposes, and analytics. To understand more about how we use cookies and ensure the safety of your data, please refer to our Privacy Policy.

Accept and Close