Contact center operations are being faced with the potential of serious impact from a number of shifting dynamics. Rising consumer expectations coupled with technology advancements are leaving contact center operators struggling to play catch up in terms of both talent and process.
Our Contact Center Operations Blueprint and subsequent Digitally Enabled Contact Center Operations Blueprint examined the competitive dynamics in this evolving market.
We found that while Contact Center operators are keen to evolve, they are still in early stages of adopting the As-a-Service ideals. Traditional butts-in-seats engagements are still the norm in this market which desperately wants to become more strategic but struggles with writing off its legacy.
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