The Biggest Contact Center Trends of 2016
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The Biggest Contact Center Trends of 2016

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.


Topics: Customer Experience, Technology, Strategy & Planning


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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
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