Verint’s Ryan Hollenbeck recently spoke with Contact Center Pipeline about the art of balancing the digital and human elements of the customer experience.iStock_54508228_LARGE_Customer_Resized.png

Organizations that strike this balance effectively can offer a broader range of customer service options to meet the needs that stem from constantly evolving customer preferences.

Hollenbeck noted the following as he looked ahead to 2017 and evaluated the appeal of digital—and its associated cost savings—with the need to offer customers the human touch they have clearly stated they still want:

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For more on what Contact Center Pipeline sees in store for contact centers in 2017, click here.