Top 7 trends for enterprise call centers and customer service in 2018 - Watson

Key Points: – The call center space is a significant, growing opportunity, and a powerful tool to transform the success of a brand in today's digital world where customers expect responses 24x7x365 – AI and cognitive technologies -- notably, chatbot technologies -- are dominating the conversation as one of the more interesting disruptors at play – Let's take a closer look at the top 7 trends we expect to see at enterprise call centers in 2018 Predicting the next big thing can be daunting but the rapid transformations already happening at enterprise call centers are undeniable. The call center space is a significant, growing opportunity, and a powerful tool, which can -- for better or worse -- transform the success of a brand in today's digital world where customers expect responses 24x7x365. Successful brands are taking advantage of the opportunity to shape customer experiences by investing in the new technologies and upskilling their human agents. From understanding hurdles such as agent turnover, the decline in voice support usage and the need for always-on service, savvy brands recognize that call centers are the key to delivering satisfaction. The call center industry is under-performing while it struggles to evolve, still relying on aging analog systems and IVRs in an increasingly digital world.