Its almost 2021 (YES!!) and we here at Expiva are having budgeting talks and discussions on where we see the industry moving in 2021 and what technologies and strategies do we want to invest in for next year.In this episode we talk about the top five trends that we see in the industry and how we plan on using them to our advantage.Topics include:Google Real-Time Transcription / DialogflowsCustomers Want No Excuses After COVID-19The Effects of COVID-19 on Legacy (older) Technology Exploiting Digital Service (Facebook, Twitter, WhatsApp...)Proactive Servicing using AnalyticsBlog Post Link:https://expiviausa.com/five-call-center-customer-service-trends-in-2021/Text me: 814.247.0366Follow me: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel