The Evolving Landscape Of Contact Centers: Embracing Technology And Empowering Employees
Destination CRM, Tuesday, July 18,2023
Over the past decade, contact centers across the globe have experienced a whirlwind of transformations to adapt to customers' changing needs. New tools for leaders, including improvements in technologies like artificial intelligence, and talent management transformations, with agents continuing to work from home, have altered the landscape for both contact centers and their customers.
This dynamic environment means that processes for constant improvement, flexibility, and change management need to be baked into every aspect of contact center operations.
What we found in Deloitte Digital's 2023 Global Contact Center Survey-which we've conducted for the past 12 years biennially to better understand contact center leaders' priorities, challenges, and opportunities-is that contact center leaders are answering this call like never before to nurture positive employee experiences and culture and drive brand loyalty and, ultimately, business success. The need to embrace constant improvement and flexibility as core principles has grown. And as markets radically change, businesses can no longer thrive without an agile mindset and robust processes. The survey identified two key areas where contact center leaders are answering the call.