Trends and Forecasts

The latest contact center research, trends, and strategies

Artificial Intelligence

Contact Center Automation

Trends and Forecasts

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A Digital Assistant is the Future of Customer Service

The 10 Most Important Contact Center Stats of 2021

10 Trends Contact Center Leaders Should Watch in 2022

Webinar Recap: How Conversational AI Transformed a Financial Services Contact Center

5 Ways to Navigate Seasonal Call Volume Spikes

Preparing for Contact Center Agent Shortages in 2022

What is Total Experience (TX)?

Five Key Trends in Patient Experience for 2022

Are Contact Center Leaders Asking The Wrong Questions?

Shared Autonomy, Materially Soft Robots, and Specialized Infrastructure: What the Future of Human and Machine Interactions Looks Like

Retail in 2021: Customer Service Trends You Can’t Ignore

5 “Top of Minds” for Customer Service Leaders in 2021

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