The US Contact Center Decision-Makers’ Guide 2021

The US Contact Center Decision-Makers’ Guide (2021) is the industry’s most comprehensive annual report studying the performance, operations, technology and workforce aspects of the US contact center operations.  It delivers insight and analysis to help contact center leaders stay competitive and ahead of the trends in today’s smartphone era CX.

This guide identifies seven of the major pain points and issues that affect the contact center industry:

  • Improving quality and performance
  • Maximizing efficiency and agent optimization
  • Digital, cloud, and the Customer of the Future
  • Outbound and proactivity
  • The Customer Experience
  • Workforce management
  • Strategic directions

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