The document discusses predictions for contact center trends in 2020. It predicts that contact centers will continue their transformation process, with some leading the way and most still in the middle. Data driven decision making will be important. There will also be a focus on emotional intelligence in customer interactions and shaping smarter customer journeys tailored to individual needs. Key channels like voice, messaging and mobile will continue proliferating while metrics will move from simple occupancy measures to prioritizing employee engagement.