2021: The Year of the Omnichannel Cloud Contact Centre
As this unprecedented year draws to a close, there is no time like the present to look back at how the events of 2020 have affected massive changes across the contact centre industry and what these developments mean for the year to come. Certainly, the mass increase in remote working and the need for the customer service industry to rapidly become more digital, practically overnight, has likely changed the industry irrevocably going forward.
Indeed, the effects of the Covid-19 pandemic have accelerated numerous customer and contact centre behaviours and as we begin our festive (albeit restricted) celebrations, it’s time to take a look at what’s in store for 2021.
- The rise of omnichannel
- Cloud contact centres are the future
- Personalised engagement
- Onward and upward
For more information about an omnichannel cloud contact centre, please contact us.
Read the full article on contact-centres.
Craig is Head of Solution Consulting at IPI. With over two decades of experience in the dynamic world of contact centres, he’s seen the industry evolve, and evolved with it. Craig’s journey began with hands-on operational roles, focusing on technology, resource planning, and leadership.
Throughout his career, Craig had the privilege of collaborating with global brands, empowering them to harness cutting-edge technology and streamline their operations. Today, Craig leads Solution Consulting at IP Integration, where we leverage our extensive industry experience to help clients deliver exceptional customer experiences.
