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The COVID-19 pandemic rapidly and fundamentally changed how society viewed the workplace. While just 8% of U.S. employees worked exclusively remotely pre-pandemic, as many as 70% worked from home by May 2020, according to Gallup.

Caller ID is not a new technology. In fact, seeing a name on a call goes back to the 1980s for landlines. Later, with the rise of cell phones, callers’ names routinely popped up on phones.

It is ironic that RPA cost inflation occurs when these companies are facing skyrocketing national inflation and higher interest rates which makes it more difficult to serve their debt.

Contact centers have been implementing new digital channels like wildfire. Fueled by the pandemic lockdowns, digital communication methods, such as online chat and messaging, are an effective way for homebound customers to receive help and for businesses to stay in touch with customers to continue nurturing relationships.

For the first time since the beginning of the Industrial Revolution, employees across industries are in the power seat.

With so much emphasis on customer experience (CX) these days, many organizations are investing in new CX technology for their contact centers. In fact, our 2022 Digital-First research revealed that a high percentage of businesses were planning to invest in digital customer support channels such as chat (58%), visibility in search (59%), and website (61%).

In today’s market, all contact center vendors have great technology, so it’s getting harder to differentiate on that basis.