Contact centers face new realities

Over the past 12 years, Deloitte Digital has conducted a biennial survey of contact center leaders to understand their priorities, challenges, and opportunities. Read our latest research report and learn how adopting a dynamic talent model, transforming operations through cloud, and building trust through service have transformed the landscape for contact centers. 

Businesses may know that the contact center landscape has transformed in recent years. What they may not know is how much it has changed. For example, in 2018, 34% of digital contact centers had a work-from-home program in place. Today, that number has more than doubled, to 69%. At the same time, economic headwinds and inflationary pressures are putting contact center leaders under greater pressure to examine and justify every expense.

In order to harness these market shifts and nurture them into business growth, leaders must adopt strategies such as dynamic talent models, cloud migration, AI investments, and right-channeling. Read our new report and learn how to leverage AI, promote customer self-service, and enrich employee development during digital contact center transformations.