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Predictions

Explore our range of resources on the future of the contact centre industry that look at innovation, technology, and evolving customer expectations.

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Isn’t It Time You Had a Customer Service Smartphone App?

Isn’t It Time You Had a Customer Service Smartphone App?

Why Immersive Experiences Are the Future of CX

Why Immersive Experiences Are the Future of CX

What Will WFM Roles Look Like in 2035?

What Will WFM Roles Look Like in 2035?

What Will Agent Roles Look Like in 2035?

What Will Agent Roles Look Like in 2035?

What Will Shape the Contact Centres of 2025?

What Will Shape the Contact Centres of 2025?

Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

How CCaaS Drives Contact Centre Innovation

How CCaaS Drives Contact Centre Innovation

The AI Revolution – How Contact Centres Are Adapting

The AI Revolution – How Contact Centres Are Adapting

Create the Perfect Contact Centre by 2030

Create the Perfect Contact Centre by 2030

Evolution of CCaaS – What’s Next?

Evolution of CCaaS – What’s Next?

Staying Ahead of the Contact Centre Evolution

Staying Ahead of the Contact Centre Evolution

Expert Predictions: What Will 2024 Bring for Contact Centres?

Expert Predictions: What Will 2024 Bring for Contact…

How to Better Prepare Your Contact Centre for the Future

How to Better Prepare Your Contact Centre for the Future

What Are Machine Customers?

What Are Machine Customers?

6 Contact Centre Initiatives You Can’t Ignore

6 Contact Centre Initiatives You Can’t Ignore

23 Things Every Contact Centre Manager Needs to STOP Doing

23 Things Every Contact Centre Manager Needs to STOP Doing

Contact Centre Predictions for 2023

Contact Centre Predictions for 2023

The Future of Call Centres – Remote or Hybrid?

The Future of Call Centres – Remote or Hybrid?

Video Has a Mainstream Future

Video Has a Mainstream Future

Analytics Is Most Promising for Identifying Pain Points and Root Cause

Analytics Is Most Promising for Identifying Pain Points…

AI Is Set to Take Hold of Contact Centres

AI Is Set to Take Hold of Contact Centres

Efficiency Rules the Roost

Efficiency Rules the Roost

7 Future Trends for Contact Centres

7 Future Trends for Contact Centres

16 Contact Centre Technology Innovations That You Can’t Ignore

16 Contact Centre Technology Innovations That You…

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How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

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Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

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What is Sentiment Analysis, and How Can it Improve CX?

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