The contact center space is changing before our eyes, and whether you think it's imploding or exploding, there's no going back to the telephony-centric callcenter we've known for so long.

Yes, the race to cloud is on, customer expectations are far more challenging now, and AI could be the savior of the whole sector. Check, check, check; we're all covering that ground in our research and consulting. For this post, I have another angle that may be less obvious, but still pertinent for coming out on the right side of things when, or if, all this disruption runs its course.

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