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

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?