“Initially, the big focus was on replacing resources but the real action will be in agent augmentation, where technology and humans work hand-in-hand to deliver better experiences.”

“More than discovering what customers are talking about, sentiment analysis lets users know how the customer feels.”

“Consultants talk about the ideal while operations leaders deal with limited budgets and staff bandwidth.”

“Big Data relies on analytics to create value from data of all sorts, and analytics’ superpower is to detect patterns.”

“Analytics is at the core of everything a business needs to do to succeed in the customer experience economy today.”

“We are also seeing clear indications that contact center buyers are starting to think along the lines of choosing the app/solution they want regardless of whether or not it is native to their platform.”

“Generational norms and expectations will drive widespread adoption of omnichannel in the contact center whether the contact center likes it or not.”

“America’s veterans are a richly diverse group that possess leadership skills and a keen sense of personal accountability.”

“The gig economy is beginning to become such an economic driving force that there are many who believe that having gig workers in the contact center—i.e., on-demand agents—is only a matter of time.”

“This evolution will transform the contact center from delivering reactive care to ultimately predictive care—enabling contact centers to move from isolated customer experiences to cohesive journeys.”