85% of Contact Center Leaders are Optimistic That Contact Centers Will Be a Revenue Driver in the Future, and 72% Are Preparing for Growth by Hiring
SAN FRANCISCO – April 21, 2021 – While 2020 forced many rapid cultural, physical, and technological changes within contact centers, a new report released today by Observe.AI finds that many contact center leaders feel resilient and optimistic about the future.
The report, titled, “Post-Pandemic Contact Center Report: Understanding the New World of Work,” shows that nearly 64% of leaders see their contact center as a revenue driver, and 85% are optimistic that they will be in the future. With this focus on revenue generation, nearly three quarters (72%) are hiring more this year, while the industry as a whole commits to building resilience by investing in new technologies and processes that place an emphasis on prioritizing and improving agents’ work experiences.
“Rapid transitions, especially on a global scale, raise crucial questions and we wanted to understand: “how will contact center leaders keep their agents—their foremost brand representatives and growth drivers—coached, engaged, and motivated to deliver exceptional experiences,” said Swapnil Jain, CEO, Observe.AI. “What we found is a renewed commitment to humanizing the contact center, particularly the agent experience. Leaders who invested heavily in Contact Center AI and workforce engagement experienced tremendous success. Now, looking forward post-pandemic, we see more adoption of hybrid work use cases around collaboration, coaching, measuring performance, and keeping teams connected.”
Observe.AI commissioned Zogby Analytics to conduct an online survey of 251 U.S. contact center business decision-makers across multiple industries including Finance, Retail, Insurance, Collections, Travel and Hospitality, and Healthcare. The size of contact centers represented ranged from 75 to more than 250 people.
Top findings from the report include:
Observe.AI, a leader in Contact Center AI, transforms customer experiences and improves agent performance by helping top brands analyze 100% of interactions, extract actionable sentiment and interaction insights, and streamline workflows. With Observe.AI, businesses transcribe every interaction with high accuracy and coach agents while gaining full visibility into their customer service operations. Observe.AI brings the power of agent assistance, automatic speech recognition, and Natural Language Processing (NLP) to modern contact centers and their frontline teams.
Observe.AI is trusted by more than 160 customers and partners, including National Debt Relief, Root Insurance, Alcon Laboratories, and Pearson. Backed by Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator, Observe.AI’s headquarters is in San Francisco with an office in Bangalore, India.
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