2023 November Market Study: Future of the Contact Center
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Another year of customer-centric rhetoric has unfortunately accompanied another year of customer experience disappointment. Only 4% of consumers feel their brand interactions have meaningfully improved, less than 15% believe journeys are sufficiently personalized, and nearly 60% feel it is harder than ever to get what they want.
As a new year approaches, will we finally do something different? Will we finally harness the power of robust analytics, artificial intelligence, and customer-centric thinking to create incredible experiences for our customers and employees? Or, will we succumb to another year of disappointment?
To answer these questions, CCW Digital conducted in-depth research into the future of the contact center. Encompassing lingering challenges, exciting ambitions, and honest predictions, the findings inform this exclusive Market Study.
Topics include:
• The areas where contact centers actually did improve in 2023 - and how to double-down on that improvement in 2024
• Predictions for how the contact center will evolve in 2024
• Tips for finally making agent empowerment - and agent retention - a reality in the contact center
• The future of phone vs. digital in customer contact
• Biggest AI risks, reservations, and challenges amid the rise of ChatGPT and other customer-facing automation
We respect your privacy, by clicking "View the Market Study" you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here.
