Year: 2024
Type: article
Abstract: The contact center industry has undergone revolutionary changes since the 1960s, evolving from rudimentary manual switchboard operations to highly sophisticated, cloud-based, AI-driven omnichannel service environments.Contact centers once relied on human operators managing telephone exchanges, with communications restricted to basic voice interactions.The arrival of computer
Author: Channakesava Mettu
Institution: Bank of America
Language: English
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4408538698