The term ’call center’ is still how people often refer to customer care and contact centers. Sometimes one even hears the amusing and contradictory expression “to write an email to the call center”. However, it is worth remembering that our industry did all really start with call centers.
There’s been a lot of buzz around newly emerging, ever-more sophisticated AI technologies that will transform our business and everyday lives. There’s no doubt that technology is continuing to evolve at lighting speed, and it’s difficult to forecast how far it will advance in the coming years.