In recent years the contact centre has become a frontier of digital innovation, with AI and automation tools feeding human agents intelligent data and analysis to deliver better, faster results. Now, with the market for call centre technology expected to almost triple to $3bn in 2024, emphasis is increasingly shifting from cost reduction to value creation. Emergence Partners Head of Consulting Katie Gibbs explores how new and emerging technology, as part of strategic digital transformation, can help companies capitalise on this trend, and the
design principles that should inform technology implementation and workflows.