“How will Contact Center activity evolve in the next decade?”
10 years ago, Obama, Lula, Berlusconi and Sócrates were in power. There had not yet been a Euro crisis nor had the word Brexit been invented. The topic of the moment was bird flu, which turned each of us into little hygiene paranoids, always with a bottle of disinfectant in our pocket. Android, iPhone or Facebook were in their infancy. General Motors declared bankruptcy. Instagram didn't exist. Tesla was a few months old.
Therefore, we do not dare to make very definitive predictions at this distance.
We believe, however, that in the near future, the course of robotization of contact centers will continue, as will the complexity of the work of the human beings who work in them. The significant reduction in contacts due to automation is not imminent. And, if it happens, it will occur unevenly between companies and industries. Large operations have more to gain from automation than specialized services. Therefore, we will continue to debate the impact of bots for a long time, perhaps with another name like Bots 3.0, Superpowerbots or something like that.
But rest assured, many of us will continue to meet at industry events and say under our breath “they are always the same and you learn nothing” but never questioning registration for the next event.
“What assessment do you make of the Sector’s image in Portugal, comparing it to the previous year?”
The sector is above all more visible. Contact centers are increasingly being talked about, usually in a negative way. But there is also finally work to disseminate good practices. This work should be leveraged and be a major priority for APCC and its associates for the coming years. This work will bear fruit in the medium to long term and is particularly important for a phase in the life of a contact center where each assistant will be an expert in managing very complex interactions.
included in the benchmark APCC 2019 annual book
(google translate from Portuguese)
10 years ago, Obama, Lula, Berlusconi and Sócrates were in power. There had not yet been a Euro crisis nor had the word Brexit been invented. The topic of the moment was bird flu, which turned each of us into little hygiene paranoids, always with a bottle of disinfectant in our pocket. Android, iPhone or Facebook were in their infancy. General Motors declared bankruptcy. Instagram didn't exist. Tesla was a few months old.
Therefore, we do not dare to make very definitive predictions at this distance.
We believe, however, that in the near future, the course of robotization of contact centers will continue, as will the complexity of the work of the human beings who work in them. The significant reduction in contacts due to automation is not imminent. And, if it happens, it will occur unevenly between companies and industries. Large operations have more to gain from automation than specialized services. Therefore, we will continue to debate the impact of bots for a long time, perhaps with another name like Bots 3.0, Superpowerbots or something like that.
But rest assured, many of us will continue to meet at industry events and say under our breath “they are always the same and you learn nothing” but never questioning registration for the next event.
“What assessment do you make of the Sector’s image in Portugal, comparing it to the previous year?”
The sector is above all more visible. Contact centers are increasingly being talked about, usually in a negative way. But there is also finally work to disseminate good practices. This work should be leveraged and be a major priority for APCC and its associates for the coming years. This work will bear fruit in the medium to long term and is particularly important for a phase in the life of a contact center where each assistant will be an expert in managing very complex interactions.
included in the benchmark APCC 2019 annual book
(google translate from Portuguese)
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