2024 November Market Study: Future of the Contact Center

For the customer contact community, 2024 was another sobering year. Consumer unhappiness remained significant, with 55% saying their experiences got worse.

But it was also one that spurred ample promise and excitement. Thanks to visible advances in technology, notably the ascent of conversational, generative, and agentic AI solutions, the world seems to be closer than ever to achieving true customer centricity and employe empowerment.

How can emerging technologies empower a more fruitful engagement landscape? What accompanying strategies will help maximize their impact? What risks factors must all contact center leaders consider? How can we ensure the rise of automation does not coincide with the fall of human ingenuity?

The product of exclusive research, CCW Digital’s annual Future of the Contact Center market study provides the answers. Topics include:

• The top customer experience metrics for 2025
• Controversial ways businesses are predicting employee dissatisfaction and churn
• New roles for agents and senior leaders in the contact center of the future  
• The evolving importance of personalization in the age of AI -- and the factors that could jeopardize human connections in tomorrow's contact center
• Strategic and technology initiatives no CX leader can ignore in 2025 and beyond