CIO December 15

It’s hard to believe that 2014 is coming to an end. Time seems to move faster each and every year. However, the only thing that seems to move more quickly than time is technology and keeping up with the changes in technology is a challenge for anyone. This is especially true for those of us in the Contact Center Industry. Ours is an industry driven by technology and therefore, it is imperative that we make a priority in monitoring coming trends and implementing the changes that technology dictates. Not only can this be a challenge from the technical side, but it can also bring with it challenges from the managerial side as well. So today, I’d like to take a look at some of the technological changes that we can anticipate in the coming year, and I’d also like to offer some advice on how to implement these changes as seamlessly as possible with your call center staff.