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2020 Vision: Contact Center Trends to Watch

2020 Vision: Contact Center Trends to Watch

Air Date: January 22, 2019
Time: 2 pm ET

ICMI Research

Moderators: Roy Atkinson

Watch the webinar video below.

Join us on Wednesday, January 22, at 2:00 PM ET for an interactive and informative hour that will present important trends for 2020 and beyond.

In one short decade, tremendous change has reshaped contact centers: from social media to chatbots to video, new channels and ways of serving customers abound; omnichannel, workforce, knowledge management, and more have streamlined contact center operations; and artificial intelligence, machine learning, and natural language processing are fundamentally changing the ways we connect with customers, both internal and external. It was an exciting, sometimes exhausting, decade…but what do the 2020s have in store for contact centers?

Drawing on ICMI’s industry-leading research and input from ICMI’s Featured Contributors and thought leaders, this webinar will present important trends for 2020 and beyond. We’ll not only explore what’s trending, but also why these topics are important for your contact center’s future:

Attendees will learn:

  • Employee experience
  • Automation and AI
  • Cloud and CCaaS contact centers
  • Knowledge management
  • Self-service
  • Social customer care and social media
  • Recruiting challenges
  • Rediscovering the human factor
  • And more!

Reserve Your Spot!

ICMI Research

Roy Atkinson
Roy Atkinson
CEO and Principal Advisor, Clifton Butterfield, LLC

Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. In addition to many other lists in 2020, he was named one of “The Top 50 Customer Service Experts of the Decade (2010-2020)” by Nextiva, one of the “Top 150 Global Customer Experience Thought Leaders and Influencers of 2020” by SurveySensum, and one of the “Top Ten CX Contact Center Influencers You Need to Follow” by Shelf.

His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. He delights in bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson.

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Topics: Best Practices, Employee Experience, Customer Experience