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#ICMIchat Insight: How 3 Trends Will Shape the Contact Center this Year

By Erica Marois | Date Published: January 20, 2017 - Last Updated August 22, 2018 | Comments

Brad Cleveland recently predicted 3 trends that will shape the contact center industry this year. (You can read the article here) During #ICMIchat this week we discussed those trends! View the presentation below to find out what the trends are and how other contact center leaders are responding.

Join the conversation next week! Join us at 1pm ET on Tuesday as we chat about contact center hiring best practices. Jeremy Watkin will be our guest host, so you don't want to miss it! Just follow and use our hashtag (#ICMIchat)  to participate. 

If you're interested in learning more about future contact center trends you don't want to miss Contact Center Expo & Conference! Register this month to save $400.

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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