How Are Leading Contact Centers Turning Forced Changes Into Future-Ready Strategies?

COVID-19 has dramatically transformed the way we work. Those changes aren’t temporary. Work life will never be the same again. For contact center managers, this is both an opportunity and a challenge. The pandemic rapidly accelerated once-gradual shifts in workplace flexibility, customer experience and agent engagement.

Simply put—we are in uncharted territory. It’s better to embrace that reality and adapt to meet ever-changing customer and employee needs.

Those needs are the focus of our newest research report, “The State of the Contact Center: Embracing the Evolving World of Work.” We surveyed 300 contact center professionals in the United States and the United Kingdom on what this evolved world looks like for their organizations.

Download this report for insights and perspectives for the following issues:

• How the contact center has changed—permanently
• How the pandemic is driving a new customer experience mindset
• How the demand for contact center analytics drives new investments
• How workplace flexibility will evolve and standardize
• And much more!

About our Sponsor, Calabrio:

Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models—and it gives our customers precise control over both operating costs and customer satisfaction levels. Our AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support.