Platform
Digital-first, unified engagement hub
Digital-first, unified engagement hub
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
A unified, actionable view for world-class CX
Channel & tech integrations to provide seamless CX
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Data integrations for better customer experience
Join us for live webinars and other events, like Khoros Engage
Watch webinars and events on your own time
Whitepapers, checklists, on-demand webinars, guides, and more
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
15+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
Connect with 70K+ customer engagement professionals
Find solutions and support for Khoros products here
Digital-first, unified engagement hub
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
A unified, actionable view for world-class CX
Channel & tech integrations to provide seamless CX
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Data integrations for better customer experience
Join us for live webinars and other events, like Khoros Engage
Watch webinars and events on your own time
Whitepapers, checklists, on-demand webinars, guides, and more
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
15+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
Connect with 70K+ customer engagement professionals
Find solutions and support for Khoros products here
2020 was a tough year for contact centers, but it has forced many to modernize rapidly. This trend is making contact centers more efficient and effective at helping customers.
The contact center faces particularly significant pressure to perform efficiently and effectively. This analyst report from CCW covers what brands are planning to do, to help you benchmark against it. Which transformations spurred by the pandemic are here to stay? Which will fade away? See where contact center leaders plan to invest their time and resources in the coming year.
In 2020, the shift from the term “call center” to the term “contact center” has accelerated. This is because brands are transitioning to digital-first customer service especially quickly as employees have begun working remotely. Few if any brands will revert back to legacy customer care workflows, systems, and solutions, even when it’s safe for employees to return to the office. But what will the contact center of the future look like?
Many companies will have agents working from home for the foreseeable future. As some brands permanently incorporate work-from-home policies, their standards for performance must change. New work-from-home models have the potential to be a source of value and growth — not merely a defense against loss and disruption. This analyst report uncovers the top barriers to achieving these lofty objectives.
Fighting to handle surging customer volume amid shrinking resources, companies placed significantly more emphasis on digital in 2020. They started to turn digital channels from false promises into legitimate customer engagement options, beginning to turn omnichannel experience into a reality.
But what happens when the marketplace normalizes? What happens when companies can support customers in their traditional phone channels? Will they give customers a reason to keep using, and keep trusting, their digital platforms?
Automation, in addition to AI and ML, has proven invaluable for brands in 2020. Much like remote work and digital engagement, automation’s role in the contact center of the future cannot merely be one of “stop gap” or “last resort.” It needs to help a company achieve a caliber of results that would otherwise be impossible. It needs to meet clear standards for performance. This report covers not just why brands are planning to implement automation and AI into their contact center workflows, but also how.
To get all these statistics and helpful insights, download the analyst report today.