The contact centre landscape has undergone a profound transformation in recent years, driven by changing customer expectations and the rise of new technologies. These changes have created a need for operational efficiency and superior customer service, prompting contact centres to revisit their strategies to stay ahead of increasing demands.

Puzzel’s recent survey, with responses from 750 contact centre leaders from various organisations across Europe, reveals an industry that is eager to leverage the benefits of AI and automation to meet these demands.

The use of AI is not just about keeping pace with technological trends; it’s about taking a proactive stance in shaping the future of customer service. In the years ahead, AI is set to become not just a strategic imperative but a standard component of the contact centre toolkit.

In State of Contact Centres part 2, we’ll explore the impact and potential of AI, through the perspective of your peers – contact centre leaders – offering a glimpse into the future of contact centres as they navigate the challenges and opportunities of the modern CX landscape.

Download report