Future of Contact Centers Survey: Tell Us What You Think

Future of Contact Centers Survey

Consumer expectations are higher than ever. To build a customer experience that will meet those expectations, organizations need to “know them better,” “help them faster,” and “wow them everywhere.”

Many companies have elevated CX to the top of the priority list, and along with it, the contact center. Top organizations are integrating new tools and technology to make experiences as compelling as possible.

Based on our research, here’s what’s top of mind for a majority of your peers:

  • Increasing automation and technology budgets
  • Investing in well-planned user journeys that focus on clear communication roles
  • Valuing service as a way to differentiate their brand
  • Combining advanced analytics with technology to improve agent and customer experience

What do you think the future holds? Give us your thoughts in this quick 3-4 minute survey. Results and analysis will be shared in the July issue of Contact Center Pipeline.

As a bonus for completing the survey, you will be entered into a drawing for a $100 gift card. We appreciate your time. All information you enter is confidential.

Linda Harden
Linda Harden is President and Publisher of the monthly contact center management journal, Contact Center Pipeline. Our passion is to promote discussion, resources, events and services that impact the lives of our employees and customers. Each month, well-respected industry leaders, practitioners and consultants present their insights, strategies, best practices and lessons learned to help run an effective and efficient operation.