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Daniel Thomas
Researcher at Informa who conducts the annual State of the Contact Center survey and publishes industry benchmark reports on training, technology, AI, workforce models, and contact center strategy.
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Nov 6, 2025
• 28min
How Contact Centers Became the Corporate Nervous System (Live from ICMI w Daniel)
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Daniel Thomas, a researcher at Informa, discusses the evolving role of contact centers at the ICMI Conference. He reveals that contact centers are transforming into strategic customer intelligence hubs, significantly influencing C-suite decisions. Surprising survey findings show that 72% believe AI will enhance agent roles rather than replace them, with agents focusing on complex issues and soft skills. Daniel also highlights the shift to omnichannel support and the importance of workforce flexibility in hiring and retention.
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