“By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human.” (Source – Gartner).
Have you heard the phrase, “Look where you’re going”? It’s usually referring to someone who isn’t paying attention, right? In the case of 2020 and Gartner’s prediction, the phrase takes a different meaning; contact centers need to look where they are going with customer interactions. It wasn’t very long ago that offering web chats was “state of the art.” Fast forward a few years, and the “just text me” generation will soon make up a majority of your customer base.
After watching this webinar, you will walk away with 5 practical steps you can start doing today to catapult your contact center through the next wave of customer expectations:
Join us for an informative look at where the future is going and how to thrive, not just survive, in the next seven years.