“Constant evolution is essential in the contact center industry.” Our recent article, posted on, authored by Callzilla President and CEO Neal Topf, features 5 notable trends to watch to stay ahead of the curve as contact centers continually grow and evolve.

5 Trends To Adopt as Contact Centers Evolve

  • Pairing Automation with Self Service
  • The Channel Pivot Approach
  • The Push Down – Pop Up Effect
  • Employee Experience & Engagement
  • Proactive and Automated Processes

It’s not enough to be aware of these new trends. Omnichannel and automation are just the tip of the ice burg. Pushing to be better and constantly evolving is the challenge of contact centers. Keeping the status quo will leave you back with the ‘call centers.’

To read the full article, visit or click here.

About the Author: Neal Topf

Neal Topf, a seasoned contact center expert, is dedicated to transforming customer experiences. With years of industry wisdom, he guides businesses to excellence. His articles provide actionable insights for live answering, tech support, appointment scheduling, and implementing automated services, ensuring unparalleled customer experiences and operational efficiency.