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The Biggest Contact Center Trends of 2016

By Erica Marois | Date Published: December 08, 2016 - Last Updated August 22, 2018 | Comments

Earlier this year, Forrester predicted ten trends that would most impact contact centers this year. How did those trends play out in the industry, and in the contact centers of our community members? Click through this presentation for highlights from the latest #ICMIchat. For a full transcript, check out our weekly Storify recap.

Join us next week as we look ahead to 2017. What's on your radar for the next year? We'll discuss at 1pm ET on Tuesday. Just follow and use #ICMIchat to participate in the conversation.

 

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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