Summary: Contact centers are a mission-critical component of any organization’s operations regardless of whether they serve customers, business partners or internal employees. Yet stakeholders often remain dissatisfied with contact center performance. This is partially due to unrealistic expectations, but more often the result of poor and costly service. Over the past 10 years, contact centers have benefited from advances in information and telecommunication technologies, yet many organizations have struggled to determine how best to take advantage of these developments. Today, organizations must embrace and exploit new technologies and service delivery models in order to attain service improvement and cost reduction. This Perspective will review the current state of the contact center market and identify emerging trends and best practices that organizations should consider as part of developing or extending a next-generation strategy for contact center services.
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