Contact centers 2021 report

Contact centers enable organizations to interact with customers on issues that matter to them and expand brand rapport by providing much needed service support.

This unique positioning allows contact centers to play a particularly key role in future-proofing a brand’s customer loyalty and retention. 

As mentioned in the 2020 Contact Center report, instead of enduring the stress of poor customer service, customers are more willing than ever to switch to a competitor. Worse still, some customers may churn without clarifying the reasons why. Therefore, the burden is firmly on the shoulders of businesses and their contact centers to listen carefully to customer signals. 

This 2021 edition of CX Network’s Contact Centers report series presents exclusive insights from an elite research panel of contact center leaders on the opportunities, hurdles and spend priorities ahead, as their departments
push to exceed customer expectations in order to expand lifetime values and loyalty. 

Download this report to learn about: 

• Contact center investment priorities 
• Methods for obtaining buy-in for customer experience (CX) investments
• Overcoming technological and cultural integration challenges with new CX projects and investments 
• How to use digital transformation productively to drive customer value
• How the voice of the customer can help contact centers supercharge the experiences they deliver