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In this article, we’ll explore five pivotal technical trends poised to revolutionize contact centers in 2024: the GenAI self-service revolution, the emergence of the contact center agent as a talent, the game-changing Agent Copilot, the empowering Supervisor Copilot, and the engaging power of gamification.
A 2024 study by McKinsey & Company highlights this opportunity, indicating that optimizing contact center sales techniques and upselling strategies can increase new-customer conversion rates by 20% to 30%. Agents who lack the skills or confidence to identify upselling opportunities or close sales contribute to this lost revenue.
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