The world of work continues to change, presenting businesses with many new challenges and opportunities. Cultural shifts and changing work styles are moving us into an era of “Great Experimentation” as organizations look for new and digital-first ways to improve customer outcomes. Hosted/cloud agent positions in North America and Europe are expected to grow at about a 10% CAGR until 2025.
We also see four key trends affecting contact centers in 2023: declining agent populations, cloud licenses surpassing on-prem installations, voice joining the digital revolution, and AI enabling personalization and automation at scale.
