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DOC-513 The Customer Relations Center of the Future

We get the feeling we belong to an industry that hasn't stopped evolving from the very beginning. So, the latest "wind of change" to hit customer relations centres can, at first glance, appear to be a new fad rather than a fundamental wave of change that will completely transform today's customer relations centres.
We shouldn't lose sight of the current trends supporting the orientation towards which most organizations are shifting; namely the "customer experience". In order to make their mark in an environment that is become more and more competitive, companies must work harder and rethink how they interact with their customers.
Let's first have a look at the current trends. Then we can address some of the impacts these trends could have on operations in a customer relations centre.
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As always, good information, presented well.
Thanks for all your articles. They are always informative.