I’m really excited about the round-table discussion we have coming up on Thursday. We’ve gathered several industry experts to discuss four important call center trends for 2015. Because we broadcast it as a live Google Hangout, you can join the conversation from the comfort of your desk or sofa.
To prepare for the discussion, I went through my notes and did some additional research on the topics, as I always do. But for this hang-out, I’m going to do something different: Share those notes ahead of time. I’m hoping it will trigger some thoughts among the audience and we’ll see deeper questions asked of the panel on Thursday.
Below you’ll find some background on the four trends: gamification of the call center, omni-channel integration, customer service through mobile apps and workforce optimization. Continue reading