To thrive in 2020 and beyond, contact centers must set their sights on strategic differentiation when it comes to customer experience, not simply firefighting. No longer is it sufficient to react in the moment and call it good enough. The smartest (and most successful) contact center leaders realize they need to keep looking forward at all times to identify the important trends shaping the industry.

For our annual trends e-book, Serenova interviewed industry analysts as well as our contact center customers and prospects to uncover the critical, emerging trends that deserve your attention. Understanding these issues will help you effectively prioritize resources, including time, budget and workforce, to ensure your contact center operates at its full potential.