Customer Contact Industry Review

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June 2021 Market Study

As the customer contact community moves into the next phase of adaptation in the wake of the COVID-19 pandemic, business leaders are facing two key questions:

1. How did this period permanently change the way contact centers function?
2. How will the goals of the contact center evolve moving forward?

While deliberating these questions, contact center leaders will consider challenges related to the long-term viability of remote and hybrid work models, new agent experience and performance demands, the impact of automation and digital engagement, changes in consumer behavior, and customer journey design.

Driven by exclusive research, practical recommendations, and proven case studies, CCW Digital’s Customer Contact Industry Review sponsored by VoiceOps addresses these issues and more.