Knowledge - Insights: Industry Reports

This year’s Future of the Contact Centre conference had its primary theme as ‘Contact Centres at the Crossroads’.

Some of the UK’s biggest and most innovative companies and organisations joined paths to consider how new technologies such as Artificial Intelligence, a more diverse range of customer communications channels and the need for greater customer insight and analysis was shaping the contact centre of both today and tomorrow.

The conference looked at what this meant in practice for areas including omnichannel customer engagement, big data, customer experience innovation, the customer journey, voice of the customer, employee engagement and service design in the contact centre.

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