The State of the Contact Center in 2024

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In 2024, the State of the Contact Center is marked by significant transformation as contact centers adapt to rapidly evolving customer expectations, expanded support channels, and a more flexible workforce. Companies are balancing these demands while setting the stage for AI integration, which many believe will have a transformative impact on operations.

• Multichannel support is on the rise but omnichannel capabilities are still elusive, contact centers are striving to deliver seamless customer experiences across platforms.
• Hybrid work models have become the norm, allowing flexibility for employees and reshaping traditional workspace dynamics.
• AI continues to make strides, optimism around its role in reducing workloads is tempered by a strong commitment to reshaping the workforce.
• Focus on career development, enhanced compensation, and improved training, particularly in leadership and AI skills, is viewed as essential to counteract high agent turnover and strengthen the workforce for the future.

This report delves into these key developments, providing insights into how organizations are navigating the complex landscape of the modern data center. Download the full research report to explore these findings in greater depth.

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