With the digital transformation and rising customer expectations, not only are products and services changing, but also the way they are used. This gives rise to new offerings and solutions that contact centers must address. In addition to high security standards, scalability must also be considered. Seasonal fluctuations and therefore call volumes, training efforts and costs - all exacerbated by the pandemic – mean that contact centers need to adopt new technologies such as artificial intelligence to solve challenges quickly and cost-effectively.

The latest ASC handbook highlights the current challenges and trends in the contact center and provides recommendations on how recording, quality management and analytics can have a positive impact on day-to-day business.