2024 is set to be another disruptive, exciting year for contact centres.
Which is why we asked technology providers ‘What’s New in 2024?’ to give you a sneak peek into their strategies, focuses, technological developments, and events to look out for as the year unfolds.
Managing Increased Volumes Will Be a Key Priority
With 81% of customers crying out for self-service and 99% of agents struggling with an increased volume of calls, it’s time to work smarter and more efficiently, which is why in 2024 the team at 8×8 will be:
Supporting customers with AI and automation to better manage increased volumes
Empowering contact centres to manage voice, AI, email and chat all in one place
For more information, watch Chris Angus explain What’s New at 8×8 in 2024 in the video below:
Those Facing Resource Constraints Will Need to Work Smarter
2024 will see the continuing trend of contact centres being expected to do more with less. That’s why, for the team at Assembled, 2024 will be all about showcasing the breadth and depth of their support operations platform to help contact centres succeed, despite their ongoing resource constraints – thanks to products including:
For more information, watch Ryan Wang explain What’s New at Assembled in 2024 in the video below:
AI-Driven Agent Feedback and Coaching on the Horizon
Following on from the remarkable advancement in AI across 2023, the team at MiaRec will be continuing to embrace its potential across 2024 and beyond to empower agents and supervisors to deliver an exceptional customer service, including:
Automatically scoring 100% of calls, providing a holistic view of agent performance
AI-driven agent feedback and coaching
For more information, watch Tatiana Polyakova explain What’s New at MiaRec in 2024 in the video below: