CCMA and Puzzel showcase the trends transforming contact centers
Posted: Thu Jul 10, 2025 3:48 am
New research conducted by CCMA and Puzzel has revealed the six trends that are changing the world of contact centers .
The six trends revealed in the research analyze the changing role of consultants and contact centers, which are being recognized as having increasingly strategic functions.
This is the first of three waves of a research program launched to explore the future direction of the industry, the strategic role of the Contact Center , and the development of new operating models.
“ Speaking with representatives from organizations like LEGO®, Paymentsense, Action Fraud, Dixons Carphone, esure, and Estee Lauder, it was clear there was much to uncover,” said Leigh Hopwood, CEO of the CCMA. “We wanted to better understand how coronavirus has impacted the contact buy bulk sms service center from a customer, colleague, operational, and technological perspective, and most importantly, what contact centers are doing in response to this shift for the long-term evolution of the industry .”
CCMA Research Director Stephen Yap announced the six trends in a CCMA webinar. After a series of focus groups, the six trends we discovered were as follows:
Agile delivers results – the rapid implementation of operational changes has introduced agile principles into contact centers, which will have a lasting impact.
Remote working is here to stay – flexible working will become the norm, with some organizations already transitioning to a primarily remote-based model, recalibrating recruitment and training processes as needed.
Customer behaviors are changing – customers have rapidly shifted their channel preferences as their lives have changed, digital channels have grown in popularity, and customer satisfaction has skyrocketed.
Closer ties are being forged with other functions – the contact center is becoming more closely connected to other functions, as appreciation for its front-line role and the external face of the organization has grown.
The changing role of the consultant – the role and skills of consultants are evolving as contact centers become more strategically valuable and low-cost interactions have migrated to automation and self-service.
Contact centers are becoming increasingly strategic – Contact centers are becoming increasingly strategically important to organizations as customer channels proliferate and
The six trends revealed in the research analyze the changing role of consultants and contact centers, which are being recognized as having increasingly strategic functions.
This is the first of three waves of a research program launched to explore the future direction of the industry, the strategic role of the Contact Center , and the development of new operating models.
“ Speaking with representatives from organizations like LEGO®, Paymentsense, Action Fraud, Dixons Carphone, esure, and Estee Lauder, it was clear there was much to uncover,” said Leigh Hopwood, CEO of the CCMA. “We wanted to better understand how coronavirus has impacted the contact buy bulk sms service center from a customer, colleague, operational, and technological perspective, and most importantly, what contact centers are doing in response to this shift for the long-term evolution of the industry .”
CCMA Research Director Stephen Yap announced the six trends in a CCMA webinar. After a series of focus groups, the six trends we discovered were as follows:
Agile delivers results – the rapid implementation of operational changes has introduced agile principles into contact centers, which will have a lasting impact.
Remote working is here to stay – flexible working will become the norm, with some organizations already transitioning to a primarily remote-based model, recalibrating recruitment and training processes as needed.
Customer behaviors are changing – customers have rapidly shifted their channel preferences as their lives have changed, digital channels have grown in popularity, and customer satisfaction has skyrocketed.
Closer ties are being forged with other functions – the contact center is becoming more closely connected to other functions, as appreciation for its front-line role and the external face of the organization has grown.
The changing role of the consultant – the role and skills of consultants are evolving as contact centers become more strategically valuable and low-cost interactions have migrated to automation and self-service.
Contact centers are becoming increasingly strategic – Contact centers are becoming increasingly strategically important to organizations as customer channels proliferate and