The contact centre industry is set for major shifts in 2025 as consumer preferences evolve and companies adapt.
Richard Forrest, Founder and Managing Director of Forrest Contact, forecasts increased demand for genuine human interaction within contact centres, as consumers grow weary of AI-driven interactions.
Artificial intelligence (AI) has been changing the contact centre landscape for several years, with many organisations recognising its potential to improve customer service. Despite the growing enthusiasm, some companies are hesitant to adopt AI due to the high costs associated with advanced models. However, the contact centre industry appears poised to buck this trend. It is an exciting time to see the impact of AI in contact centres across the world.