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Articles - Trends

Articles about the latest trends impacting the contact centre industry.

Blocks that day 'Trend' on them

8 Biggest Trends Impacting Mid-sized Companies

CX Trends Concept

CX Trends 2024: The Impact of Technology on Customer Experience

Contact Centre agents

The Future of Customer Service: Top Contact Centre Automation Trends

Survey chapter - technology, metrics, channels and more 2023

Latest Trends in Technology, Metrics, and Channel Choice

Customer Experience (CX) Chapter Cover 2023

How Are Contact Centres Delivering Great CX?

Quality Assurance (QA) Chapter Cover 2023

How Well Are Contact Centres Managing Quality Assurance?

Workforce Management (WFM) Chapter Cover 2023

Research Insights – What’s Changing in Workforce Management?

Artificial Intelligence (AI) Chapter Cover 2023

Research Insights – Where Are Contact Centres on Their AI Journey?

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Top Contact Centre Trends for 2024

Develop new products, services, and strategies to stay ahead.

Staying Ahead of the Contact Centre Evolution

Moving from idea to implementation.

5 Actionable Trends to Implement in Your Contact Centre in 2024

Call centre workers in office

Five Key Trends for Contact Centres in 2024

4 pink piggy banks and a pile of coins - financial services concept

Four Financial Services CX Trends to Watch for 2024

Business Term with Climbing Graph - Customer Service

5 Key 2024 Customer Service Trends to Follow

AI concept with person holding digital globe and connection icons

2024 Trends: Expanding the Benefits of AI to Contact Centres of All Sizes

AI concept with robot shape and lights

Five 2024 AI Trends for the Contact Centre and Beyond

Star with binoculars

2024 Predictions: 5 CX Trends to Watch

Call centre workers

The Future of Call Centre Outsourcing Technologies

Workforce Management Trends on colorful paper note with calculator and pen on red background.

Emerging WFM Trends to Look Out For

Person working on a virtual screen with charts and the words customer experience

The Latest Trends in CX Self-Service

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Three Trends Impacting the Insurance Customer Experience

Magnifying glass focuses on five-star and quality icon - cx trends investigation concept

What’s Driving CX Trends in 2023?

Over the Next 5 Years, Which Trend Will Have the Biggest Impact on Contact Centres?

AI Is Set to Take Hold of Contact Centres

2020 Survey Report: What Contact Centres Are Doing Right Now

Customer and Contact Centre Trends: 2020 Survey Results