Report: The State of Call Centers in Morocco 2025-2026 (French Report)
Digital transformation is central to the future of Morocco's call centers, as highlighted by the ZIWO report for 2025-2026. To overcome persistent challenges such as high turnover and regulatory pressure, companies are increasingly turning to strategic solutions: adopting the Cloud (CCaaS) for more agility, prioritizing the customer experience (CX) as the main differentiator, and integrating AI to boost agent efficiency. The report concludes that the sector's competitiveness will no longer be based on cost, but on the ability to deliver a unified, high-value-added customer experience, enabled by modern technologies and an empowered workforce.
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