Have you re-evaluated your technology strategy to adapt to the new business world that has emerged post COVID-19? How does speech analytics, virtual agents, bots, role process automation play into your technology strategy? Is your technology strategy aligned with emerging tech and customer experience trends?
CH Consulting Group consultant and contact center expert, Wayne Barnes, discusses technology trends in 2020 and how they may play out in 2021. Listen in as he discusses how the contact center’s technology landscape is evolving as a result of COVID-19. Topics covered in this discussion include Artificial Intelligence (AI), Interactive Voice Response (IVR), cloud computing, machine learning, and web services.
