The Contact Centre industry’s revolution facing disruptive technologies, artificial intelligence and big data.

Ms. Joyce Poon, the Chief Consultant of EPRO TechSoft, subsidiary of EPRO Group, was interviewed by Auscontact Association which is the united voice for the customer contact industry in Australia.

With over two decades of experience in contact centres across China and Hong Kong behind her, Joyce is celebrating her third year as Vice President of China Call Centre & CRM Association (CNCCA) by reflecting on the development of the contact centre.







Let’s share the insights of the Redefinition of the Contact Centre from Joyce: