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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 Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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