Happy New Year from the IVR Recordings Team.

We’re looking forward to what the new year and new decade will bring.

Here’s a quick rundown of our predictions for this year and beyond:

Customer Experience - will become the only point of differentiation in the customer eye. The companies offer an exceptional customer experience will win.

Artificial Intelligence - this will be the decade that AI truly becomes intelligent.

Employee Experience - contact centres and employers, in general, will find it hard to attract talent if they don’t offer an interesting, productive and purposeful workplace.

Channel Shift/Self Service - we’ve assisted with several projects in the past few years to encourage callers to self serve online or use other contact methods such as email and live chat.

What challenges/changes will contact centres experience this year?

Let us know your thoughts.