KPMG’s Towards the Contact Centre of the Future highlights how contact centres can become profit centres by transforming people, processes, and service models. With rising customer and employee expectations, leaders need real-time insights, scalable systems, and omnichannel tools to improve experiences. The guide emphasizes empowering leaders, upskilling staff, and aligning operations with best practices. It includes a maturity scale for benchmarking and outlines practical steps to drive efficiency, boost satisfaction, and enhance strategic value. KPMG offers proven methods and tools to help organizations lead in today’s customer-driven landscape.

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