Research Report

The State of the Contact Centre:

Embracing the Evolving World of Work

Fill out the form to download.

How leading contact centres are 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 centre managers, this is both an opportunity and a challenge. The pandemic rapidly accelerated once-gradual shifts in workplace flexibility, customer experience and agent engagement.

Simply put—we are in uncharted territory. It’s better to embrace that reality and adapt to meet ever-changing customer and employee needs.

Cover of The State of the Contact Center ReportThose needs are the focus of our newest report, “The State of the Contact Centre: Embracing the Evolved World of Work.” We surveyed 300 contact centre professionals in the United States and the United Kingdom on what this evolved world looks like for their organisations.

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

  • How the contact centre has changed—permanently
  • How the pandemic is driving a new customer experience mindset
  • How the demand for contact centre 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 centre managers was carried out in May 2020.