Communication has come a long way since the beginning of humanity. From hieroglyphics to written word, from telegrams to the telephone, humans have come up with the most varied methods of communication throughout time. In this video, we dive into some of these innovations as well as where the next wave of human communication is taking place, specifically within the contact center. Watch the video to learn more!

 

Transcript:

Communication has come a long way, hasn’t it? It started here. People contacting each other through cave paintings and pictograms. Over the years, after several spoken and written languages are formed, we arrive at mail. Some time later, after the invention (and refining) of electricity, we get the telephone. This technological invention has for-ever changed the way people all over the world are now able to communicate After mass production, the telephone starts becoming a household item, where you can reach someone whenever needed. From here, and with the growth of consumerism, we see the beginnings of the call center. Starting off with… the switchboard. Here’s where we see many a career starting in customer service – until it finally evolves into the traditional call center. Now we start to approach a modern contact center. One that doesn’t just involve millions of phone calls.

But now we have:

  • Email
  • Chat
  • Text
  • Social media

And then, the impossible hits: The lockdowns and remote working of 2020. Never did we anticipate the impact this pandemic has caused. People from all across the globe have been forced to change their way of life, including virtually all contact center agents to quickly transition to working from home.

You’ll want to keep a close eye on current and upcoming innovations if you expect your company to thrive.

  • More working from home
  • Tighter cybersecurity methods
  • A new era of management
  • AI and bots
  • And a micro-level focus for personalized customer journeys

Can you accurately measure where your customers are com-ing in and their journey? Can you make decisions effectively, efficiently and on time? Start setting yourself up for success with proper views into your data and customer journeys to help drive efficiency, grow revenue and make better operational decisions with Aceyus. There’s more data being generated than ever before. Are you able to see it all? Or even understand what it all means? Our products give you the foundation you need to march right into “the future” and its changes with knowledge, pride and the ability to make informed, data-driven decisions. Contact Aceyus to see how we can get you on track with the coming trends.

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