When ICON began in 2002 our business was predominantly comprised of outbound sales campaigns for clients. Since then we have evolved to provide many more functions as a contact centre business. In 2015 we now provide research, lead generation, inbound services, technical support services to name but a few. Andrew Lamrock from www.calljourney.com has some predictions about what the near future holds for contact centres. He sees the industry developing thanks to improved data functionality, more communication channels, and better accountability.