A year ago, who would’ve ever predicted 2020 would turn into what it is now. Toilet paper shortages and working from home were just the beginning. We should all be subject matter experts on Zoom or Google Meet video calls now, to say the least. On the plus side, you’ll be able to teach a coworker, friend, or family member how to install and run a Zoom meeting with your eyes closed. There is a lot to talk about for 2021 when looking ahead and planning for the future. Call centers are moving to capitalize on the work from home craze, and the need for cloud call center software solutions as a total replacement or add as redundant backup is increasing — plus so much more.
Aside from the obvious challenges we have experienced in 2020, we are also seeing tremendous technological advancements that have officially started The Contact Center Wars. From providers who know contact center, as well as those not-so-savvy contact center wannabes, resulting in many newcomers to the billion-dollar Contact Center industry. This is creating confusion for some, especially those operations looking to advance their knowledge and technology.
While technology provides great opportunities to advance our operation, the underlying influence upon people and how we adapt to these changes should be considered as well.
New technologies such as artificial intelligence and machine learning’s goal is not to replace agents, but rather, to enhance automation and provide much deeper experience for customers and the operation alike. For those of you who have been in the Contact Center industry for quite some time, the #1 issue impacting all Contact Center operations is staffing. Adding to that issue, is the growing demand for always-on access to information and assistance that further impacts staffing, if we are to keep pace the old-fashioned way: hire more staff.
As we move into 2021, the Contact Center industry and technology show no signs of slowing down. The lines of the “contact center” are blurred as technology continues to evolve. The need to invest in modern technology is the only way to stay ahead of the pack and your competition. Our goal has always been focused on the future while simultaneously helping clients and non-clients accelerate the value of their operations through the deployment of smart technology. We look forward to working with you and providing technological and operation knowledge both in and around the contact center.
We present to you, “Top 10 Contact Center Solution Companies 2021.”