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Contact centers are facing new challenges and opportunities due to changing customer behaviors and preferences. Deloitte Digital surveyed contact center and customer experience executives to understand their priorities and challenges. Improving customer experience and controlling costs remain the top priorities, while investment is focused on deploying new self-service capabilities, modernizing contact center infrastructure, and implementing agent-enabling technologies. The pandemic has caused contact center leaders to rethink their talent strategies, operating models, technologies, and channel capabilities. Many organizations have implemented work-from-home programs to address recruitment and retention needs.
