Future of the Contact Center: a Forecast - Manitoba Customer Contact Association

Future of the Contact Center: a Forecast

Say goodbye to debate over the value of the contact center.

Say hello to conversation about how the contact center can achieve that value in today’s rapidly changing world.

How will contact center strategy evolve to accommodate new customer behaviors and changing engagement preferences? How will companies navigate tricky balances related to digital and voice-based engagement or automation and agent-led support? How will companies navigate the “remote vs. on-site” debate at a time when employee expectations and standards are radically evolving?

A market study resourced from CCW Digital.