Brands began utilizing centralized contact centers in the U.S. in the 1970’s to manage customer experience inquiries
Cost savings prompted brands to move contact centers offshore to manage basic customer inquiries in the 1990’s and 2000’s
In the Early 2000’s quality issues forced brands to shift work from offshore contact centers to agents who work from home, allowing cost savings on facilities
In the early 2010’s Cultural alignment and cost savings have allowed brands to leverage near shore contact centers without sacrificing customer satisfaction
In the mid to late 2000’s technology that allowed customers to interact with humans for basic customer care functions: balance check, pay bill, etc. became a standard in most contact center functions
Today technology has enabled fully automated virtual agents to manage simple and complex customer interactions without the need for a human agent at a fraction of the cost without diminishing the customer experience
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