shutterstock_331737938With the arrival of a new year, contact centers are set to experience shifts in customer engagement strategy. While many of the trends to be expected in 2016 closely mirror current ones, the ways in which technologies are implemented, agents train for and deliver service, and consumers choose to interact with their preferred brands will emphasize greater personalized attention and even more cutting-edge technology for seamless customer experiences. Here are the first five of the top ten trends for customer engagement to look out for in 2016. Read more

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