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April 2018

Contact Center Report

The attached report highlights the current trends facing the contact center community. On the positive side, this group has a diversified approach to customer care. However, it appears that the current approach may not be as effective as desired And given that the group does not expect growth in call centers in the upcoming year, effort should be focused on better leveraging the current approach while expanding into more sophisticated technology to improve customer care.

Report Structure And Methodology

Consero created its 2018 Contact Center Survey Report in connection with its October 2017 Contact Center Forum. This event drew senior executives from companies with revenues above $500 million. Consero conducted a 14-question survey at the forum with fifty-five participants providing a window into the priorities and challenges facing these senior executives today.