Executives are concerned about the weakening economy and its potential impact on their businesses. Hence, they are focusing their strategies for 2023 on growing revenue, streamlining operations, and improving customer experiences.
ICT Enterprise Insights: Contact Center – 2023
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2019 ICT Enterprise Insights in the Contact Center Industry
Ovum's ICT Enterprise Insights program, based on interviews with around 7,000 senior IT executives, answers key questions concerning enterprises' needs at a country and industry level. This brief focuses on the top findings from this program for the contact center industry.
Survey / 28 Feb 2019 / Ken Landoline
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The Analyst Team
David Myron
Principal Analyst, Customer Engagement
As part of Omdia’s enterprise IT team, David focuses on contact center as a service, workforce engagement management, and AI solutions, as well as agent staffing trends. He provides insights into these topics for vendor and enterprise clients through research, consulting, white papers, webinars, and blogs.
David is a multiple award-winning writer who began covering the contact center industry in 2001 as the customer service and support editor at CRM magazine. He later served as the publication’s editor-in-chief and editorial director for more than a decade. While there, he also worked as the editorial director of Speech Technology magazine and the founding editor of SmartCustomerService.com. David holds a Bachelor of Arts in communication (with a concentration in journalism) from Hofstra University.
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These are Omdia driven recommendations based on content that is both similar, and has been frequently visited by other users in combination with the content you are currently viewing.
Omdia Recommends
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