At the end of last year, Blake Morgan, a Customer Service expert, author, and veteran of companies like Verizon and Intel, wrote an article for Forbes magazine, Customer Service Is A $350 Billion Industry, And It's A Mess. In it, she looked over the emerging trends that are dictating the current customer service landscape, and made some surprising predictions,.

It seems like every time you turn around, something new is happening in the world of technology. Things evolve and change at a quick pace and it’s no different when it comes to public safety. The latest developments in public safety technology include things like video analytics, drones, wearables, and data capture apps. Here’s what’s trending on the physical.

As effective as AI and automation can be for your contact center, in terms of managing simpler customer issues, speeding up wait times, and facilitating quick solutions, the idea of automating more of your customer service is bound to make at least some of your employees nervous. After all, they’ve no doubt heard the talk about about how automation is replacing.

A customer experience map can help provide a number of insights into the experiences your contact center is providing for your customers. Business is gained by controlling your customer’s experiences with your organization. In order to control your customer’s experience, you must first have a thorough understanding of what that experience is. Here’s a four-step plan .

Public safety is an industry where keeping up with the latest trends and information is very  important. Thankfully, there is no shortage of conferences you can attend to glean the latest and greatest information. Whether you are on the frontlines as an EMS provider or working the phone lines as a 9-1-1 operator, here are some of the best public safety conferences coming .