ECCA Research Report

European Customer Contact Alliance: The Future Contact Centre

Research Paper from ECCA, supported by Genesys & BT

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The future is arriving faster than anyone expected. In this groundbreaking research from the European Customer Contact Alliance (ECCA), senior industry leaders and experts outline the forces reshaping contact centres across Europe.

From AI-driven transformation and the rise of digital colleagues to the evolution of human roles and proactive customer care, the research explores the trends, threats and opportunities that will define the coming months and years.

This is a paper that goes beyond speculation, to confidently predict what the future will bring for the customer contact industry in Europe.

Contact centre leaders looking for inspiration and for direction will find it here. They will also encounter important warnings – the future brings huge progress but also new risks and hurdles to overcome.

Download the report to learn more.