In the ever-growing contact center and customer service industry, it's important to take into consideration the past developments and ponder the direction the industry is heading to in the future. Your firm needs to be ready to integrate cloud technology into your contact center processes. In previous years, consumers viewed call centers as the primary means of handling immediate problems, and this has led to the development of short-term strategies for dealing with customer emergencies as they come up. The strategies were more reactionary than adaptive meaning that they picked up the pieces as they fell. However, the current trend in [...]