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#ICMIchat Recap: Are Virtual Agents the Agents of the Future?

We're just days away from bidding 2015 farewell and ushering in a new year.  What an exciting year this has been for the contact center industry! If you'd like to take a trip down memory lane, be sure to check out this video on the evolution of the industry.

As we begin to plan for the year ahead, it's interesting to wonder what 2016 will hold and which trends will have the biggest impact on customer service. One trend on our radar: an increase in virtual and remote agents.

Do you think virtual agents are the agents of the future? Has your contact center experimented with work from home models, or virtual assistants? Check out the recap from our final #ICMIchat of 2015 to see what your peers think!  Feel free to share your thoughts in the comments below.

#ICMIchat is taking some time off for the holidays, but we'll be back on January 5th for the first chat of 2016! We hope you'll join us.  The conversation kicks off at 1pm EST on Twitter. Just follow and use #ICMIchat to participate.  (And be sure to check out our #ICMIchat forum for questions, recaps, networking, and more)

Thank you to everyone who was involved with the #ICMIchat community this year! We hope you have an amazing holiday season, and we look forward to connecting again in the new year.