The Contact Center in 2017
Empowering contact center excellence for 30 years!

The Contact Center in 2017

What's in store for the contact center in the next five years? ICMI surveyed more than 500 contact center professionals to find out industry expectations for the future, including long and short-term goals, complexities, trends and industry game-changers. Here, we reveal the top five priorities today, and what changes are expected by 2017.

To find out more of what ICMI uncovered, purchase the 2012 report, or download the complimentary whitepaper, Leveraging Complexity: Trends and Strategies for Future Success in the Contact Center.

Topics: Strategy & Planning


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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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