Forward-thinking contact centres should be looking at how to prepare so they are ready to make the most of automation when the time is right, says Jed Hewson, co-founder and joint CEO of 1Stream.

Disruptive technologies such as artificial intelligence, cloud and IOT give contact centres an opportunity to upskill their staff to super-agents.

A modern contact centre should have some form of integration between the telephony system and the company CRM, says 1Stream.

Customer service has gone digital and with it customer expectations have changed, says 1Stream.

Jed Hewson, joint-CEO and co-founder of 1Stream looks at the seven trends that redefined contact centre technology in 2017.

Artificial intelligence is shifting the goalposts for contact centres, thanks to the growth in chatbot availability and capability, says Bruce von Maltitz, director of 1Stream.

Investment into contact centre integration doesn't have to be expensive or complex, says 1Stream.

The technology is freeing up contact centre agents to be more effective, says Bruce von Maltitz, Co-founder and Joint CEO, 1Stream.

The millennial generation is now the largest in the world, says Bruce von Maltitz, Co-founder and Joint CEO of 1Stream.

Jed Hewson and Bruce von Maltitz, co-founders and joint CEOs of 1Stream, outline what to expect in 2017.

To ensure contact centre agents are equipped to provide a positive customer experience, the role of training cannot be overlooked, says Jed Hewson, Co-founder and Joint CEO of 1Stream.

1Stream gives some key tips to bear in mind to streamline processes and ensure productivity and quality remain high.