There is endless data that supports claims of how technology is shifting how we interact with each other and with the information we gather, but even more telling than the numbers, is the change in terminology from a call centre to a contact centre.
In the connected society, Cloud adoption is increasing at a phenomenal rate. Linked to this growth is the fact that cloud backup has been absorbed into the disaster recovery plans of many organisations.
Fear mongering is everywhere, in every industry. And most recently, the contact centre has experienced its own dose of this with the announcement that Facebook will be making use of chatbots via Messenger to deal with customer queries.