Olle Düring looks back at an exciting year with a round-up of the 7 hottest topics affecting customers and contact centers.
Things are looking up for WFM in contact centers if the bold statement by DMG Consulting is anything to go by. President Donna Fluss says that “after more than 20 years of little innovation, the WFM vendors are waking up, and there are significant changes in this sector. Companies are taking notice of the enhancements and will invest if the new generation of WFM solutions lives up to the vendors’ claims.” DMG also expected the WFM market to grow by 8% in 2017 and 2018 and by 9% in 2019, 2020 and 2021, adding that the rate of growth could increase if the pace of innovation picks up.
This offers great opportunities for vendors like Calabrio to innovate and provide contact centers with the technology they need to perform at their very best and drive competitive advantage for the organizations they support. Calabrio’s own take on what’s happening in the industry is equally as upbeat with technologies such as self-service, Webchat and Chatbots making giant strides. With so much happening, it can be difficult to see the wood from the trees and focus on what really matters. To help put everything in perspective, here is a review of our 2017 blogs covering the seven hottest topics of the year.