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Apple is reportedly building a strategy to get into the contact center space. Michael F. Finneran, president of advisory firm dBrn Associates Inc., points this out in a recent article.
There were plenty of changes made to the way call centers were run throughout 2016. Now that we're halfway through 2017, the changes haven't stopped and it looks like there's going to be even more to come. So, what trends should your call center keep an eye on in order to make sure that you're staying ahead of the latest and greatest technology? Let's take a look.
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Avaya late last month took the wraps off a new cloud-based customer service solution that provides some pretty interesting and forward-looking capabilities - including direct access to contact center agents for people with EXP360-supplied virtual reality goggles.
In mid-June, online retail giant Amazon made waves in the business world when it was announced that the company would be acquiring grocery chain Whole Foods for a staggering $13.4 billion. This deal is representative of a larger shift in global business, away from traditional brick-and-mortar locations towards a more robust digital economy.
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