What's Next for the Contact Center?

The role of the contact center is changing, and fast. In this thoughtful webinar, Jay Patel, SVP & GM of Cisco Webex CX, and Justin Robbins, Founder & Principal Analyst at Metric Sherpa, explore what’s driving that shift and what it means for customer service leaders today.

They dig into the pressures shaping the space: rising customer expectations, aging systems, and the slow pace of internal change, before touching on the real need to rethink how contact centers define their value.

From there, the discussion covers big questions:

• Who really owns the customer experience?
• How do you break down internal silos?
• And what skills will future contact center leaders need?

Whether you’re already rethinking your approach or just starting the conversation, this webinar offers a clear, grounded look at where the industry is headed, and how to start preparing now.