---
title: "How 2021 Looks for Contact Centers? | Guest: Steve Bederman"
description: The contact center world has been pushed ahead 4 to 5 years in 1 year in terms of technology, because of COVID. The rate of adoption of existing tech just exploded. What’s next? What does 2021 bring?
image: https://resources.benchmarkportal.com/hubfs/How%202021%20looks%20for%20contact%20centers.jpg
---
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# How 2021 Looks for Contact Centers? | Guest: Steve Bederman
***The contact center world has been pushed ahead 4 to 5 years in 1 year in terms of technology, because of COVID. The rate of adoption of existing tech just exploded. What’s next? What does 2021 bring? ***
The contact center world has been pushed ahead 4 to 5 years in 1 year in terms of technology, because of COVID. The rate of adoption of existing tech just exploded. We will explore this with Steve Bederman and also ask: what is coming in 2021?
---
Air Date: Wednesday, December 9, 2020 - 10:00AM/PT
Host: Bruce Belfiore | CEO & Senior Research Analyst | BenchmarkPortal
Guest Speaker: Steve Bederman | President and CEO of [NobelBiz](https://nobelbiz.com)
Season: 11 | Episode Number: 12
---
CallTalk Caramel:
Full Show:
---
Steve Bederman | President and CEO | [NobelBiz](https://nobelbiz.com)
Steve Bederman is a published author, accomplished leader, and a highly regarded Contact Center industry innovator. With a phenomenal journey throughout his career, his expertise in corporate restructuring and strategic growth brought him the reputation of a renaissance business leader. He is also an Amazon best-selling author having released a very successful series of corporate thrillers.
Now, Steve is the President and CEO of [NobelBiz](https://nobelbiz.com), a Contact Center Technology Company. From a unique carrier-of-carriers network to a complete omnichannel software with social media integration, NobelBiz offers state-of-the art solutions for companies that want to keep their clients happy.
His personal creed is Make a Promise, Keep a Promise and he applies it in both his personal and professional life.
---
**CallTalk Host: Bruce Belfiore | BenchmarkPortal**
Bruce Belfiore is a frequent speaker at industry events in the United States and abroad. Bruce is Chancellor of the College of Call Center Excellence, which provides certificated courses to call center professionals, and has taught the course “Call Center Management” at Purdue University. He is the author of the book *Benchmarking At Its Best for Contact Centers* and has written numerous research papers and best practices studies focused on contact center topics. He is a consultant to call centers in a wide variety of industries seeking to improve their results, and is noted for helping to calculate the financial impact of proposed changes. Bruce holds Bachelors, JD and MBA degrees from Harvard University.
---
*[](https://www.benchmarkportal.com/calltalk-online-radio-show/)CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to [CallTalk@BenchmarkPortal.com.](mailto:calltalk@benchmarkportal.com?subject=CallTalk)*
Topics: [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 11](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-11)
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