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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.