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"ICMI State of the Contact Center in 2025"

Contact Center

The State of the Contact Center in 2025: Insights from Industry Peers

As contact centers navigate another year of rapid change, five critical focus areas are defining success across the industry. In this exclusive peer-driven report, discover how top-performing leaders are adapting to evolving demands and redefining operational excellence in 2025.

We break down the latest trends in:

HR Strategies – covering shifts in compensation models, upskilling, and training priorities.

Key Performance Indicators – including how organizations are recalibrating metrics, workforce management (WFM), and quality monitoring (QM).

Technology Adoption – focusing on the tools gaining traction and the drivers behind tech modernization.

Outsourcing Trends – showing how organizations are using third-party partnerships to achieve strategic goals.

Artificial Intelligence – examining the impact of AI adoption, from automation to enhanced analytics, and how it is being integrated responsibly.

Get peer sentiment, uncover opportunities, and see where your contact center stands in the shifting 2025 landscape.

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