It has been more than three years since the start of the pandemic. Now that much of the COVID-19 dust has settled, contact center leaders must develop a customer experience strategy for a post-pandemic world.
Market Landscape: Evolving the Contact Center in 2023 and Beyond
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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Market Landscape: The Changing Roles and Environments of the Contact Center and its Agents
This Market Landscape examines contact center trends in terms of cloud transition, digitization, the infusion of AI, the work-from-home transition, the shift to Super Agents, and the convergence of contact centers and unified communications.
Report / 20 Jul 2021 / Ken Landoline
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This forecast reveals agent position changes, broken down by country and region, vertical markets, contact center size, on-premises- and cloud-based usage, in-house and outsourced agents, and work location (remote, in-office, or hybrid).
Report / 30 Mar 2023 / David Myron
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ICT Enterprise Insights: Contact Center – 2023
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.
Report / 28 Dec 2022 / David Myron
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