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The State of the Contact Center in 2024: Research into the Transformative Forces Shaping the Industry

The State of the Contact Center in 2024: Research into the Transformative Forces Shaping the Industry

ICMI
Pages 83 Pages

The 2024 ICMI Contact Center Expo focuses on these trends, offering education across culture, experience, leadership, and operations, alongside site tours showcasing hybrid workforce management and AI tool implementation. In summary, contact centers must balance technology adoption, workforce flexibility, and career development to meet rising customer demands and improve agent retention in a rapidly evolving landscape.

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