Contact centers face many of the same challenges they always have. However, in an age of new-wave AI, continued digitization, and changing customers, they face several new obstacles, too.
Recognizing this, Brandon Knight, Global Head of CX Ecosystem at Zoom, joins CX Today's Charlie Mitchell to run through five of the most pressing contact center challenges for 2025. These are:
- High agent turnover
- Continued omnichannel frustration
- Pressure to implement AI and deliver quick ROI
- Siloed knowledge and data
- Accelerating customer expectations
