Analyst Report

The Future Contact Center Is Here Now

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Making Sense of Overwhelming Technology Changes

For contact centers, the pandemic upended everything—from agents to costs to service levels. Much of the agent population will continue to work remotely indefinitely. As a result, many organizations find themselves confronting a gap in their ability to handle customer engagements.

Multiple factors, including heightened customer expectations, hiring constraints and flat budgets, all contribute to the gap in capacity to which centers must adapt. This report covers:

  • Contact centers are evolving into something very new
  • How organizations are responding
  • Next steps for a forward-thinking contact center professional

Download this report to get Ventana’s view of the future contact center.

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