Top Contact Center Investments in 2022

Contact center companies are always on the lookout for new and better ways to improve their customer service. This often comes in the form of new technologies, such as chatbots and artificial intelligence (AI). With many companies turning to AI to optimize their business processes, contact center executives are also becoming more aware of just how important contact center agents are to their overall success, increasing their focus and appreciation of their agents. In today’s episode, Amelia talks with Donna Fluss, Founder and President of DMG Consulting, about the findings of the DMG report, Customer Experience, Contact Center and Servicing Priorities and Investment Plans for 2022. They will also discuss the top contact center and servicing goals for enterprises in 2022, what technologies contact centers intend to invest this year, and where employees are likely to work in the future. With over 30 years of hands-on experience helping organizations build world-class call centers and assisting vendors to deliver differentiated solutions, Donna is leading global contact centers, analytics and back-office industry analysts and consultants to deliver outstanding customer experiences. A recognized visionary author and speaker, Donna drives strategic transformation and innovation throughout the service industry and provides strategic and practical counsel for enterprises, solution providers, and the investment community. Enjoy!