To this day it remains absolutely true that providing customer service is a core role of the contact center, but the scope of this role has significantly expanded in recent years.
Traditionally, contact centers served as the primary point of contact for customers seeking assistance. They resolved issues or obtained information about products and services. This focus on customer service has not changed, as it remains a cornerstone of their operations. Ensuring customer satisfaction and building brand loyalty through effective communication are still critical objectives for contact centers.
However, modern contact centers have evolved to the point where they do more than just address customer inquiries. They now play a strategic role in enhancing the overall customer experience, driven by advances in technology and shifting consumer expectations.
Contact centers continue to integrate with omnichannel platforms for seamless interactions across phone, email, chat and social media. They also use analytics to anticipate customer needs and provide personalized experiences.
So where do contact centers go from here? Hmm, maybe they are finding ways to incorporate a technology that is all over the headlines: AI. And to learn how they are doing that, attend Future of Work Expo 2025 and the “Evolving Role of the Contact Center – More Than Just Customer Service,” set for 10:00-10:45 AM Wednesday, February 12.
AI can provide new capabilities for contact center agents to deliver highly personalized forms of customer service. AI also provides new forms of data to other business functions that engage with customers.
With AI in full ascendancy, the contact center’s role will continue to evolve beyond customer service to being a pipeline of data to drive a wide range of decisions across the entire business.
This session will address how AI is having a transformational impact on the contact center, and why it serves as a model for how data-driven the future of work is going to be.
And while at Future of Work Expo 2025, taking place February 11-13 at the Broward County Convention Center in Fort Lauderdale, Florida, attendees can participate in various conversations to understand the Future of Work and how both customer and employee experiences are changing, as well as walk through a huge exhibit hall.
You don’t want to miss this event, so register today.
Edited by
Greg Tavarez
