FEATURE
BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A WITH CCP ADVISORY BOARD
ILLUSTRATION PROVIDED BY ADOBE IMAGES
MOVING FORWARD: WHAT WILL 2026 BRING FOR CONTACT CENTERS?
OUR ADVISORY BOARD SHARES TIMELY INSIGHTS TO TAKE INTO THE NEW YEAR.
Change is the norm in contact centers. There are the customer issues, and, depending on the center, customer sales opportunities. Rarely is one day or shift like the one before it or the one afterward. Contact centers are affected by change. Like in budgets and management policies, in products and services, marketing campaigns, new technologies, best practices, hiring and turnover, in laws and regulations, by disasters, and above all, in customer and employee needs.
6 CONTACT CENTER PIPELINE
But contact centers can and do create change. Like by improving the customer experiences( CX), agent and supervisor engagement and work environment, and by uncovering and fixing underlying issues. But also by uncovering opportunities and ideas for new or enhanced products and services.
This past year has been about change, at all levels. Like in customer expectations, channel preferences, agent coaching, demand, qualifications, and supply, and in technology, notably AI-driven tools.