Contact centres have long been the primary point of connection between a brand and its customers - but expectations are changing. Standards for excellent customer service are increasing, and since the pandemic erupted across the globe, enterprises must learn to navigate a new normal.

The remaining agents have to adapt to using new tools and exhibit an updated ethos. Customer journeys have evolved into a virtual-based entity, forcing outdated austere environments filled with ringing telephones to cease to exist. And today - we welcome a new era of the contact centre; customer engagement hubs.

Rebranding from back-office customer support stations to data-driven centres spearheaded by performance analytics and customer insights, this report investigates the evolution of contact centres and contrasts consumer behaviours both pre-and-post-pandemic.

The future is now - so make sure you and your business are not left behind struggling to compete and losing customers in vast swathes. Download The Future of Customer Engagement Hubs in Asia whitepaper to find out how to compete as an elite customer engagement hub of the future!