1. Home
  2. Neighbourhood
  3. Media & Insights
  4. White Papers
  5. Part 1 | The Evolution of the Contact Centre research report – six trends that are transforming the sector

White paper

Part 1 | The Evolution of the Contact Centre research report – six trends that are transforming the sector

Contact centres have witnessed an extraordinary period of transformation and innovation in the past six months. COVID-19 was the catalyst, but the advances are here to stay.

Having successfully addressed the operational changes needed to function during lockdown, contact centres now have their sights firmly set on the future.

The implications of recent months and the road ahead extend far beyond the shift to remote working. Organisations must respond to customers’ shifting expectations and behaviours. Accelerated automation will reshape the role of advisors. Contact centres will become a more aspirational place to work as the skills required of advisors becomes more sophisticated and they will be able to hire from a broader talent pool as physical location becomes less critical. Marketing, product and R+D teams are becoming increasingly engaged with the contact centre as they become more aware of the value that contact centres are as a source of customer insight.

This is the first of three reports, presented in partnership with CCMA, that will explore the exciting future that awaits.

Thank you to LEGO®, esure, Ascensos, Paymentshield, Paymentsense, Dixons Carphone, Moneypenny, Action Fraud, Vivid Homes, Estee Lauder and GFM for your participation.

You might also like…

Call us on

+44 333 300 0066

or

Arrange a call back

Callback

Please enter your details and a representative from our support team will call you back between 09:00 to 17:00 Monday to Friday.

Thank you

We will call you back shortly.

Speak to an expert

Our expert team are online and here to help.

Get in Touch

Sorry, our chat is currently closed. Please enter your details below and we'll get back to you: