The annual prediction season is upon us. No matter what your interest or industry, chances are some industry observer, research body or executive with a penchant for self-promotion will venture some forecasts for the forthcoming 12 months. Here’s a handful relating to contact centres.

From Call Centre IQ comes Future of the Contact Center: The Top Challenges. It explains: “As part of the research for our annual Future of the Contact Centre Report, we asked contact centre professionals like you to identify their most pressing challenges. We compiled, analysed and ranked the most popular responses.”  Read more