Given that contact centers are becoming the primary interface that customers have with a business, their role in shaping the customer experience cannot be ignored. As customers’ expectations from brands evolve, delivering a smooth, unintrusive omnichannel experience is critical to retaining customers as we head back on the path to economic recovery.

The paper also examines the impact of COVID-19 on the industry as a whole – remote contact centers, technological requirements, and key changes in the customer journey.