Building the Contact Center of the Future
A Hubtype Report that outlines the latest B2C communication trends and how contacts centers can adapt.
Why this eBook matters
The contact centre industry is undergoing a massive transformation. Customers expect fast, seamless, and convenient interactions - yet most businesses are struggling to keep up with outdated phone-based support.
The future belongs to messaging-first contact centres, where automation, AI, and human agents work together to deliver efficient, personalized, and scalable customer experiences. This eBook explores how forward-thinking companies are redefining customer service and future-proofing their contact centres.
What you’ll learn
- The Customer Support Revolution – Why messaging is overtaking calls and emails as the primary customer service channel.
- Why LTV (Lifetime Value) Is the Ultimate KPI – How messaging improves retention, increases revenue, and enhances customer relationships.
- The Evolution of Contact Centres – How automation and AI are transforming customer service teams, operations, and business models.
- The Role of Automation & Human Agents – Why the future of customer support isn’t bots vs. humans, but a smart combination of both.
- Industry Leaders & Case Studies – How top companies are already using conversational technology to stay ahead of the curve.
Who is this guide for?
This report will be useful for anyone interested interested in contact center trends and how business-to-customer communication is evolving. It is particularly relevant to professionals in the following roles:
