A new era of contact center transformation

New research reveals how innovative tools are improving service outcomes

The most effective and efficient organizations—we call them service innovators—are meeting today’s realities with tomorrow’s solutions.

Over the past 13 years, Deloitte Digital has conducted an global survey of contact center leaders to understand their priorities, challenges, and opportunities. Read our latest report and discover what our new findings reveal about the future of contact centers.

Efficiency and cost control have gained new urgency for contact center leaders in early 2024. Service channel proliferation and a persistently tight talent market have introduced challenges. Time-pressed customers both chat and call, thwarting efforts to reduce or deflect contact volume, and in-demand agents come and go, thwarting efforts to reduce hiring and training costs.

So, how are service innovators getting ahead?

Channel orchestration: Orchestrating more efficient and effective connections across channels

Team collaboration: Working with other areas of the business to prevent issues that cause customers to reach out in the first place

Generative AI: Embracing and implementing GenAI by recognizing its transformative potential across multiple areas of the business

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