The future of contact centers, beyond the chat
Today we focus on the implementation of (robotized) chat as a new contact channel. Tomorrow, the same engine / robot used for chat will also be deployed via other channels (mail, voice,) which will change the logic of customer care & front office sales. Call Deflation is no longer required, on the contrary, to build good data (CRM), we want as much interaction as possible with the customer, whatever the channel. What are the implications of communication, organization, back-ends, tools, staffing, ...?