Research Report

The State of the Contact Center:

Embracing the Evolving World of Work

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How Are Leading Contact Centers Turning Forced Changes Into Future-Ready Strategies?

COVID-19 has dramatically transformed the way we work. Those changes aren’t temporary. Work life will never be the same again. For contact center managers, this is both an opportunity and a challenge. The pandemic rapidly accelerated once-gradual shifts in workplace flexibility, customer experience and agent engagement.

Cover of The State of the Contact Center ReportSimply put—we are in uncharted territory. It’s better to embrace that reality and adapt to meet ever-changing customer and employee needs.

Those needs are the focus of our newest research report, The State of the Contact Center: Embracing the Evolving World of Work.” We surveyed 300 contact center professionals in the United States and the United Kingdom on what this evolved world looks like for their organizations.

Download this report for insights and perspectives for the following issues:

  • How the contact center has changed—permanently
  • How the pandemic is driving a new customer experience mindset
  • How the demand for contact center analytics drives new investments
  • How workplace flexibility will evolve and standardize
  • And much more!

This study was commissioned by Calabrio through Ravel. The study of 300 U.S. and U.K. based contact center managers was carried out in May 2020.