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Contact Center Manager Survey Report
Controlling costs used to be the prime issue for contact centers, but today, contact center managers assert the importance of customer experience over all.
Although developing smartphone apps and integrating video channels would seemingly offer better service, some contact center managers feel deploying new technology can detract from customer experience.
In this survey report, 175 contact center pros gave their time to respond to 10 questions on what the contact center of tomorrow might look like. From contact center priorities, to new channels that will play a major role in the future, to the risks associated with new technology, this report digs deep into the complex patterns of change that managers will navigate when improving contact center performance.