Contact Centre Evolution: Where Are We Heading?
Play • 24 min

Keith Gait, an experienced customer service director, shares great insight into the current changes that are going on within the contact centres and makes some interesting predictions into the future of the industry.  

In our conversation, we also discuss how service levels are shifting, why organisations need to focus more on supporting advisors with the right knowledge, as well as other trends like AI and customer emotion.

This podcast was made possible by our sponsor, Genesys. We now have a new link to visit their website, instead of the link mentioned in the podcast to request a demo.

So, to find out more about Genesys, simply visit:

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