Now that customer experience is a main priority for C-level executives at top enterprises, the contact center industry will undergo a major metamorphosis from frustrating cost centers to dazzling profit centers that create exceptional experiences and drive customer loyalty.

According to Contact Babel’s 2019-2020 Decision-Makers Report, the top challenge facing call centers is not having a single view of the customer across all channels. In fact 71% of the companies surveyed identified having a siloed view of the customer journey as a pain point in their current contact center operations.