January 1, 2018
The Contact Center in 2018: Helping Customers Help Themselves
By Oren Smilansky
| CRM Magazine
No matter which technologies shine forth throughout the year, though, one thing is certain: Change is definitely coming to the contact center in 2018. And as that happens, companies can expect to see benefits on three levels: improved efficiency, greater customer satisfaction and loyalty, and rising strategic value to the entire organization, according to Brad Cleveland, cofounder and senior advisor at the International Customer Management Institute (ICMI).