Analyst report: 3 trends shaping contact centers in 2024 and beyond

As a customer service leader, you can’t afford to settle. The old ways of working aren’t working anymore, and it’s time to fully embrace the power of generative AI.

Forrester’s recent report, Generative AI Is The Catalyst For Change In The Contact Center, explores how this technology is set to redefine the contact center landscape, driving operational agility and improving customer satisfaction.

This report is your roadmap to leveraging AI agents for customer service as a strategic tool to modernize CX by:

• Forcing a much-needed overhaul of neglected customer service foundations, like knowledge management, success metrics, workflows, and more
• Necessitating a more thoughtful approach to customer service tech stacks, API strategies, and software pricing models
• Emphasizing the importance of holistic data insights, cross-channel interactions, and diverse AI investments

Lead the charge in contact center automation

With the right partnerships and strategies, you can navigate rapid changes and stay ahead of the competition. Get the insights you need to make informed decisions and position your contact center for success.