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November Market Study: Future of The Contact Center: A Forecast

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Brian Cantor
11/10/2020

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We know the customer contact landscape underwent dramatic shifts this year. We know companies scrambled to support work-from-home, connect in digital channels, and invest in automation and cloud technologies.

What remains unclear, however, is what happens next year. And the years after that. As the COVID-19 pandemic subsides, will we revert to phone conversations in our "call centers"? Will we precisely maintain the "new normal" of 2020? Or will we evolve in a new direction - one that merges the lessons of this past year with the ambitions of a more customer-centric future?

Driven by exclusive marketplace research, the Future of the Contact Center: A Roadmap provides the answer. It reveals how companies plan to transform (or de-transform) in the years ahead, while chronicling the biggest challenges and opportunities they will face. It closes by sharing dozens of case study insights and action plans.

Topics include:

• What are contact centers' top objectives for the future? How have those objectives changed?

• Which CX initiatives and technologies are essential for customer centricity?

• Will companies continue to work-from-home, return to the contact center, or adopt a hybrid model? What are some examples of good "hybrid models"?

• Which "work-from-home challenges" must companies address immediately?

• Will digital finally start to overtake phone?

• What are contact centers' biggest priorities for AI investments?

We respect your privacy, by clicking "Download Your Copy" you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here.

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