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The Contact Center Workforce of the Future

An ICMI Executive Summary, Sponsored by Five9

Last year, contact centers fast-tracked the tools and solutions that would enable them to support frazzled customers and remote workforces. Virtual agents, remote control/monitoring, cloud contact centers, text messaging, collaboration tools, and alerts and monitoring were some areas where rapid transformation took place. Now, with the end of the pandemic in sight, it's time to take stock of what we've accomplished and look ahead to the future. So, what must we do today to ensure our contact centers can keep up with customer demands, satisfy their expectations, and provide a quality customer and agent experience? In Q2 2021, ICMI and Five9 sought to answer these questions.

In this executive summary, we share our in-depth research findings, including data that will help contact center leaders assess the current landscape and make a case for investments moving forward.

Read the study to find out:

  • The biggest challenges and priorities in the post-pandemic contact center
  • How contact centers are shifting their strategies and investments
  • Five concrete opportunities to enable the future of work in the contact center
Group of office workers at a table reviewing metrics on tablets