Global contact center survey

Understanding the future of customer service

​Developed in response to a rapidly evolving contact center landscape, this survey—published every two years— is designed to generate insight into trends that will impact contact centers over the next two years across strategy, engagement channels, operations, technology, and customer expectations.

Future of customer service

Customers want businesses to hear them, understand them, and appreciate them. Perhaps nowhere is that harder to accomplish than in corporate contact centers, the very outlet established to encourage customer engagement. Convinced that customer experience drives customer choice, global businesses are investing in contact centers that focus on customer needs and preferences. As contact volume continues to grow, companies must transition to a broad mix of channels, match self-service technologies to simple interactions, and hire and equip contact teams to handle increasingly complex interactions.

In Deloitte’s third survey of global contact centers since 2013, leaders representing more than 450 contact centers weigh in on how their businesses will change in the coming years.

Key findings and trends

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