We in the customer contact space know this lesson better than anyone. The majority of us play
catch-up when it comes to adding contact channels, gathering customer insights, implementing
new technology and empowering agents, leaving a select few to reap the rewards of customer
Let this Market Study on the Contact Center of 2025 be your instrument for the future. Yes,
it explores the lingering challenges and stereotypes we need to urgently address. It does
not, however, dwell exclusively on the past. It also looks ahead, considering how automation,
omnichannel engagement, customer data, emerging technology and cross-industry
benchmarking will forever change the contact center landscape.
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