5 key trends shaping the contact centre in 2025
Connect
NOVEMBER 24, 2024
In 2025, artificial intelligence (AI) will expand its influence in the contact centre space as this prolific technology trend permeates more facets of daily operations, dominating capital expenditures and strategic decision-making. By Martin Cross , Chief Strategy Officer at Connect. “While already a dominant trend in recent years, many operators have realised that rushing into AI implementations caused more challenges that it solved, especially when it comes to generative or GenAI,” explains Ma
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