Articles - Predictions

What’s next for the contact centre industry? Our Predictions page brings together expert opinions, research, and analysis that look ahead to the trends shaping customer contact in the months and years to come. From advances in AI and automation to new approaches in leadership, workforce management, and customer experience, these forecasts highlight where the industry is heading and what it means for you. Each prediction offers practical takeaways that can help you prepare your strategy, invest wisely, and stay one step ahead of change.