Future of the contact center 2021

Discover what’s new, what’s staying the same, and what’s coming in the digital contact center

We’re really excited to once again sponsor CCW’s Future of the Contact Center report. The 2021 report goes into great detail about the future of the contact center, including changing costs, pain points, technological solutions, and more. It’s an in-depth look at an industry that saw a lot of change in 2020 and 2021, even as budgets were cut and support volumes rose.

Issues like high agent turnover, difficult-to-use solutions, cumbersome processes, ineffective knowledge bases, and lacking ability to support remote work have plagued the industry in the past 18 months, and they show no signs of slowing.

Of course, the news isn’t always bad for customer support organizations — especially digital contact centers. Top of mind for the best contact centers in 2022 will be creating a more seamless cross-channel experience, improving the quality of experience on digital channels, and improving reliance on AI to increase employee productivity. These are all areas in which a digital-first customer care solution can help.

To learn more about the contact center industry and how it’s preparing to head into 2022, download the report today.