What will the contact center look like in 2030? Will it be an omnichannel, AI-driven powerhouse in which customers can conveniently solve most problems on their own – and quickly access empathetic, consultative agents in the rare situations where they need extra help? Will it be an empowering environment in which agents enjoy their experiences, love their compensation packages, and perform as highly confident and capable brand ambassadors?
Or, will problems like disconnected systems, insufficient customer data, high agent turnover, and counterproductive technology investments – the same issues plaguing the contact center of 2023 – continue to thwart customer centricity?