“Considering the theme of the 2017 APCC Conference “Bots or Humans? Or Both?”, what is your Company’s prediction for the evolution of Contact Centers in the next decade.”
It's a shame APCC only gives us 1500 characters. It would be excellent to be able to dedicate pages and pages to the transformations in employment that occurred in each of the industrial revolutions, or to discuss the end of work, which Human Beings cyclically struggle with.
Since the world of Contact Centers is usually little given to dissertations and more focused on action, I'll get straight to the point:
What is happening?
Work as we know it will change radically
It is not linear that the 4th Industrial Revolution will increase unemployment among the entire population
The so-called “blue collar workers” will be and are already being severely affected by the advancement of technology and automation
There will be countless new job opportunities
And in the Contact Center?
automation will accelerate
non-automated tasks will be more and more complex
employees will be increasingly autonomous
the scripts will be history
new support functions will emerge that we cannot even imagine now
And what can we do?
Embrace change and face it head on
Staying informed about what consumers think and trends in customer service around the world
Create an open communication environment that encourages knowledge sharing and networking
Invest in knowledge and truly continuous training
Welcome the bots!
Included in the benchmark APCC 2017 (google translate from Portuguese)
It's a shame APCC only gives us 1500 characters. It would be excellent to be able to dedicate pages and pages to the transformations in employment that occurred in each of the industrial revolutions, or to discuss the end of work, which Human Beings cyclically struggle with.
Since the world of Contact Centers is usually little given to dissertations and more focused on action, I'll get straight to the point:
What is happening?
Work as we know it will change radically
It is not linear that the 4th Industrial Revolution will increase unemployment among the entire population
The so-called “blue collar workers” will be and are already being severely affected by the advancement of technology and automation
There will be countless new job opportunities
And in the Contact Center?
automation will accelerate
non-automated tasks will be more and more complex
employees will be increasingly autonomous
the scripts will be history
new support functions will emerge that we cannot even imagine now
And what can we do?
Embrace change and face it head on
Staying informed about what consumers think and trends in customer service around the world
Create an open communication environment that encourages knowledge sharing and networking
Invest in knowledge and truly continuous training
Welcome the bots!
Included in the benchmark APCC 2017 (google translate from Portuguese)
2021 © Manuel Alçada. Developed by