As we transition from the Age of Information, or the internet of things and move into the Age of Engagement, have the challenges we faced on along the way changed? have they stayed the same? Or are they just getting harder?

Having run some of the largest contact centres in the UK, whilst some of the demand/contacts may have reduced as customers are doing it for themselves, such as basic queries or just checking on things, the challenges from the past 10 years are still prevalent with new trends emerging.