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Articles - Trends

Explore our range of resources on the latest trends in the contact centre industry, from customer expectations to emerging technologies.

Survey chapter - technology, metrics, channels and more 2023

Latest Trends in Technology, Metrics, and Channel Choice

Customer Experience (CX) Chapter Cover 2023

How Are Contact Centres Delivering Great CX?

Quality Assurance (QA) Chapter Cover 2023

How Well Are Contact Centres Managing Quality Assurance?

Workforce Management (WFM) Chapter Cover 2023

Research Insights – What’s Changing in Workforce Management?

Artificial Intelligence (AI) Chapter Cover 2023

Research Insights – Where Are Contact Centres on Their AI Journey?

Develop new products, services, and strategies to stay ahead.

Staying Ahead of the Contact Centre Evolution

Workforce Management Trends on colorful paper note with calculator and pen on red background.

Emerging WFM Trends to Look Out For

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The Latest Trends in CX Self-Service

Over the Next 5 Years, Which Trend Will Have the Biggest Impact on Contact Centres?

AI Is Set to Take Hold of Contact Centres

2020 Survey Report: What Contact Centres Are Doing Right Now

Customer and Contact Centre Trends: 2020 Survey Results

Hand smartphone digital CX revolution

Five 2022 CX Trends: Time for a CX Revolution

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7 Future Trends for Contact Centres

An illustration of a contact centre worker

Customer Trends Shaping the Contact Centre of the Future

30 Customer Experience Trends to Watch Out For

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3 Customer Experience Trends That Will Take Centre Stage

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20 Contact Centre Predictions for 2020

Trends that are Growing Omni-Lingual Support in Contact Centres

Recorded Webinar: The Latest Call Centre Trends

Recorded Webinar: Latest Trends in Performance Management and Quality

Recorded Webinar: Latest Trends in Customer Service

Recorded Webinar: Latest Emerging Trends in Multi-Channel Contact Centres

Trend Watching: What’s Happening to Contact Centre Email?

Trend Spotting: What’s Going on in Contact Centres Right Now?

What’s Happening in the World of Webchat?