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
On making sure you’re optimizing your CX processes and software before applying AI:
“Think of AI as seasoning, if you season rotten meat it makes it worse.” - Brandon Knight
This conversation follows on from CX Today's recent webinar on the evolution of contact centers. Catch up on the recording here.