7 Future-Proofing Goals for Contact Centers in the Year Ahead

Several technologies can make an agent's work experience more productive and meaningful in 2022.

Claudia Adrien

December 30, 2021

7 Slides

When the customer experience (CX) goes awry, it’s a contact center agent that feels the brunt. Author, businesswoman and influencer Kate Zabriskie sums up that kind of experience.

“The customer’s perception is your reality,” Zabriskie said.

However, consistent and innovative CX can make a positive impact for the agent, the workforce, and ultimately a contact center’s bottom line. For many of these businesses, 2022 is the year to make integral changes so that CX is optimal — whether it’s replacing a center’s technology or adopting new human resources policies.

We recently compiled a list of 20 top CCaaS providers offering products and services via channel partners.

Channel Futures has compiled a trends list for the contact center in the year ahead (see slideshow above). Even as digital transformation and artificial intelligence (AI) make advances, the goal is still to improve the working experience of the agent. This has cascading effects for customers and the longevity of the center. The trends list showcases the policies and technologies needed to make 2022 the year of the agent.

Want to contact the author directly about this story? Have ideas for a follow-up article? Email Claudia Adrien or connect with her on LinkedIn.

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About the Author(s)

Claudia Adrien

Claudia Adrien is a reporter for Channel Futures where she covers breaking news. Prior to Informa, she wrote about biosecurity and infectious disease for a national publication. She holds a degree in journalism from the University of Florida and resides in Tampa.

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