Early last year, contact center leaders began tentatively exploring what generative AI (genAI) could do, dipping their metaphorical toes into the genAI pool. Now, ready or not, many are making the leap and diving in. GenAI is arguably the most significant technological breakthrough of our time. It will fundamentally change the enterprise, the way we work, and how we engage with our customers, putting contact centers at the forefront of this wave.

Success isn’t just about adopting this new technology; it requires a strategic overhaul of contact center operations. Brands will need to face challenges head-on and capitalize on opportunities to redefine the contact center as we know it.

In our latest report, we explore the major trends that contact center leaders must navigate as they lay their strategy for this new era.

Here’s a preview of what will be keeping these leaders busy in the coming months:

1. Overhauling Long-Neglected Technology Foundations

The rush to adopt genAI has uncovered major gaps in the operational and technological underpinnings of the contact center. The drive for innovation has finally given companies a compelling reason to confront these shortcomings and prioritize much-needed improvements. We will see companies make significant investments in underserved areas like elevating knowledge management, revolutionizing the agent workspace, and empowering agents with new skills to coexist with AI. By addressing these critical gaps, we’re not just patching holes — we’re laying the groundwork for a more efficient, integrated future in customer service, driven by the synergy between humans and AI.

2. Navigating The Shifting Sands Of Tech Evolution

In the contact center, we are seeing a significant shift as once-clear lines between different technology markets blur and merge. At the same time, vendors are innovating with new pricing models that more accurately reflect the value their solutions bring to the table. To navigate this landscape successfully, contact center leaders must prioritize selecting technologies that offer flexibility for future growth, choosing partners that understand and support their strategic vision, and investing in solutions that not only meet current operational needs but are also scalable and flexible enough to evolve with the future demands of an AI-augmented contact center environment.

3. Charting Their Course For An AI-Augmented Future

As we venture beyond the initial phases of genAI experimentation, the focus shifts toward the horizon. The true potential of genAI will extend far beyond automation, prompting a reevaluation of how brands engage with customers. Future-ready leaders will champion approaches where actionable insights and a spectrum of AI techniques inform interaction strategies that are both thoughtfully designed and purposefully executed. This vision underscores a commitment to not just react with technology, but to intentionally shape customer service experiences that resonate on a deeper level. These leaders will set the stage for a new era where the contact center may — finally — break free of its cost center shackles.


For a deeper dive into these trends, read the full report.

If you want to talk to us about these trends and how they will impact your business, reach out via a guidance session or inquiry.