The IVA Imperative
By Paul Stockford, Chief Analyst, Saddletree Research
I’ve been covering the contact centre industry since my career as an analyst began at Dataquest back in the dark ages—1989. After 30 years I thought I’d seen pretty much everything from an industry perspective. That was until 2020 came along.
I won’t spend a lot of time reliving 2020 and reviewing what we all already know, but from an analyst perspective it was a year of unexpected … Read More