Question: please give me a hand on researching particularly challenges of...

Please give me a hand on researching particularly challenges of Contact Centers amid Data Analytics era.

From a business analytics perspective, what are the current positions generally of contact centers facing customers and their challenges, what have they done, and what could they further do?  How are contact centers prepared to pick up the data technologies?  If so, in what areas could they be working on?  Preferably in the financial industry.