Today’s No. 1 CX investment priority: Contact center solutions (28%)


The industry trends—and how to respond.

Industry trends and technological advances are constantly changing the way customers and organizations interact. Contact centers reflect this: They started as simple call centers but have evolved into omnichannel, multi-experience customer innovation hubs.

This report considers ‘the new normal’ for contact centers in light of shifting customer trends, with specific focus on digital transformation, the global COVID-19 pandemic, mobility, connectivity, and empathy. The offered advice is intended to help contact centers remain relevant and competitive, especially as customer demands and preferences rapidly evolve. Flexibility is key. Contact centers that anticipate industry trends and adapt quickly will deliver their brands a competitive advantage.