2024 State of the Contact Center

A State of State article typically provides a look back and provides a potential glimpse into the future based on trends and events. Today, we’ll take a look at the State of the Contact Center from someone who is in the trenches with you in an ever-changing customer service and contact center environment.

Let’s start with the premise that every contact center inherently looks to balance the results of the Quality of Experience, Cost and Scale, People, and overall Operational Excellence. These four strategic imperatives are supported by five foundational blocks of having a Strong, Internalized Culture, Best Talent, Process Management, Technology, and Data Insights. The sum of the foundational blocks supporting your strategic imperatives leads to a Great Customer Experience.