omnichannel software

Call Center Industry Predictions for 2024

2024 is almost here and many CX professionals are strategizing initiatives for the new year. Several months ago, we took a look at the trends we’ve seen in 2023 so far, but what industry trends will continue into 2024? In this blog post, we take a look at predictions in the CX field to give you an idea of what could be just around the corner for call centers.

What Is Omnichannel and How Your Contact Center Can Adopt an Omnichannel Approach

An omnichannel approach to customer service is the gold standard, yet CX Today reports that only 31% of contact centers have fully adopted the omnichannel environment. Even with so much technological innovation in the past few years, CX Today also says that only 55% of contact centers work in multichannel environments. Multichannel customer service, as opposed to omnichannel means companies interact with customers across various channels, but conversation history is changed each time a switch is made.