EVOLUTION OF CONTACT CENTERS AND ITS TRANSFORMATION IN FINANCIAL INSTITUTIONS

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

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Journal
INTERNATIONAL JOURNAL OF COMPUTER ENGINEERING & TECHNOLOGY
Published
2024-10-27
DOI
https://doi.org/10.34218/ijcet_15_05_109
Primary Topic
Economic theories and models
Type
article
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0.00
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article

EVOLUTION OF CONTACT CENTERS AND ITS TRANSFORMATION IN FINANCIAL INSTITUTIONS

Channakesava Mettu
INTERNATIONAL JOURNAL OF COMPUTER ENGINEERING & TECHNOLOGY
Economic theories and models
article

EVOLUTION OF CONTACT CENTERS AND ITS TRANSFORMATION IN FINANCIAL INSTITUTIONS

Channakesava Mettu
article en

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

INTERNATIONAL JOURNAL OF COMPUTER ENGINEERING & TECHNOLOGYVol. 15(5)
Bank of America (US)
Decent work and economic growth
Openalex Percentile: Top 67%
Economic theories and models
DOIOpen Access PDFOpenAlex
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EVOLUTION OF CONTACT CENTERS AND ITS TRANSFORMATION IN FINANCIAL INSTITUTIONS — Channakesava Mettu · INTERNATIONAL JOURNAL OF COMPUTER ENGINEERING & TECHNOLOGY (2024) | TGRS Research Map | TGRS