Top Contact Center Stories Of 2019: A Mindsight Report


December 31, 2019 by Siobhan Climer

The contact center is in a state of flux. From cloud migration and artificial intelligence to chatbots and an increased focus on customer service representative success – instead of turnover – changes are almost constant.

Our team of contact center experts tracked down our top 10 contact center stories of 2019 so you can prepare for 2020.


Top Contact Center Stories Of 2020


Screen Pops Improve The Customer Experience: Mindsight Presents At LSC

What’s New In Cisco UCCX V 12.0? Release Updates

Finesse 12.0: Cisco’s New Intuitive User Experience For The Contact Center

Robocalls: Who Will Stop The Plague Of 2019?

Reduce Agent Attrition In The Contact Center

Meet John Irey, Principal Consultant in Contact Center Technology

WFM vs WFO: What’s The Difference? A Contact Center Report

Top 5 Reasons Why Customers Hate Call Centers: A Contact Center Report

Meet Genesys PureCloud: Cloud-Based Contact Centers On The Rise

The Rise Of Chatbots In The Call Center: A Contact Center Report

Like what you read?


Contact us today to discuss contact center technology.

About Mindsight

Mindsight, a Chicago IT services provider, is an extension of your team. Our culture is built on transparency and trust, and our team is made up of extraordinary people – the kinds of people you would hire. We have one of the largest expert-level engineering teams delivering the full spectrum of IT services and solutions, from cloud to infrastructure, collaboration to contact center. Our customers rely on our thought leadership, responsiveness, and dedication to solving their toughest technology challenges.

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About The Author

Siobhan Climer, Science and Technology Writer for Mindsight, writes about technology trends in education, healthcare, and business. She writes extensively about cybersecurity, disaster recovery, cloud services, backups, data storage, network infrastructure, and the contact center. When she’s not writing tech, she’s reading and writing fantasy, gardening, and exploring the world with her twin daughters. Find her on twitter @techtalksio.

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