| | NOVEMBER 20206CIOReviewTimes are changing in the contact center industry! In stark contrast to the near-total outsourcing and limited functionality of multi-company contact centers during the dot-com boom of the early 2000s, two-thirds of contact centers are now located in the America, operated as owned or insourced business divisions, and capable of engaging customers through a variety of channels. More than 60,850 contact centers are currently active in North America, supporting more than 3.1 million customer service agent (CSA) positions. As a result, both customer service quality and contact center technology are mostly inconsistent between contact centers, even in the service of similar industries. In the contact center industry's changing landscape, companies face unique challenges to contact centers' solvency, the customer service quality and consistency provided therein, and the overall ROI of both insourced and third-party dedicated contact centers. The biggest threats to contact center operations in the coming year are insufficient desktop technology/tools, high levels of CSA turnover, excessively high CSA workloads, poor cross-team collaboration, and unavailable performance and accountability tools. Each of these issues is an active threat (and explicit improvement goal) for more than one in six contact centers, with many centers struggling to overcome multiple challenges at once. Moreover, one in seven contact centers also will acknowledge issues with contact channel integration. However, less than one-quarter have implemented an omnichannel strategy in alignment with the current contact center industry best-practices.In this edition of CIOReview, we feature a list of companies that offer innovative solutions as well as consultancies in the contact center space to help businesses optimize their services and deliver optimal customer experience.Let us know your thoughts!EditorialContact Center Tech & Trends Every Business Leader Must Know in 2020Copyright © 2020 ValleyMedia, Inc. All rights reserved. Reproduction in whole or part of any text, photography or illustrations without written permission from the publisher is prohibited. The publisher assumes no responsibility for unsolicited manuscripts, photographs or illustrations. Views and opinions expressed in this publication are not necessarily those of the magazine and accordingly, no liability is assumed by the publisher thereof.CIOReviewContact Us:Phone:510-230-0395Fax:510-894-8405Email:sales@cioreview.comeditor@cioreview.commarketing@cioreview.com November - 17, 2020, Vol 09, Issue - 89 (ISSN 2644-237X) Published by ValleyMedia, Inc.To subscribe to CIOReviewVisit www.cioreview.com CIOReviewEditorial StaffAaron PierceCarolynn WaltersShirley FaithRussell ThomasVisualizersIssac GeorgeScott Juasy*Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staffJustin Smith Managing Editoreditor@cioreview.comManaging EditorJustin SmithSalesStephen Thomasstephen.thomas@cioreview.com Dean Winchester
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