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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 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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