6 Contact Center Trends That Don’t Involve AI (+2 That Do)
Many business sectors have bought AI services without having a legitimate use for them — some are still struggling to know exactly what to do with these novel tools. That’s not the case with your industry, though. AI is just one of many contact center trends that are shaping the way things work. Because AI gets so much airtime, I’d like to zoom out and focus on the full picture to give you a wider view of the changes happening all around. 1. Robocalls are not slowing down The vast majority of Americans don’t answer calls from numbers they don’t know. I know I don’t. Yet U.S. consumers still receive around 4 billion robocalls per month, according to the Federal Communications Commission (FCC). That equals roughly one call every two business days for each person in the U.S., even if most of these calls go unanswered. The sheer existence (and persistence) of robocalls can affect your contact center in a few different ways. Robocalls can decrease contact rates of customers who are hesitant to answer …
