CCW Digital’s New Market Study: Contact Center of 2030

2023 has become the year of thinking towards the future in the contact center. Focus on omnichannel, digital and generative AI has been a top priority across industries and organizations looking to get ahead of the global tech curve. 

At Customer Contact Week, we’ve been taking into account the conversations customers, agents, call center managers and CEOs alike have been holding during in-person meetings, in email threads and on social media. 

Some organization leaders worry about ostracizing or overwhelming teams with advanced tech workflows. Others are concerned with keeping remote teams motivated and supported in a hybrid company culture. All of them are worried about how they can keep up with high consumer demand through omnichannel operations without sacrificing the bottom line.

The general consensus? By the time we’re done mastering the technology and strategies we’ve ushered in over the past 12 months, it will already be time to get to work identifying, developing and executing the next big thing in customer service and employee engagement.

These feelings are not just ones quantified in the research and work we do here at CCW, but ones that I heard echoed in keynote sessions, fireside chats and Expo Hall introductions firsthand  at CCW Nashville 2023 earlier this month. 

These days call center employees and executives alike are working harder than ever to stay ahead of the curve and keep pushing towards creativity, ingenuity and skill building. And as tools like ChatGPT continue accelerating at rapid pace and EX strategies of the past start feeling inefficient, looking towards 2024 is not enough foresight.2030 is not too far away in the rearview mirror; all organizations are identifying as many preparative and preventative measures as possible to ensure employee empowerment and customer satisfaction in the years to come.

In CCW Digital’s latest Market Study, Contact Center of 2030, we dive into all the topics of tomorrow that are top of mind for customer contact leaders today:

• Remote work and internal communication
• Customer intelligence, data and chatbots
• Phone’s place in the omnichannel landscape
• What ChatGPT and other AI solutions mean for agents

In addition, Contact Center of 2030 will also resurface the long-standing pain points of the present, from workforce management to elevating the employee experience. Throughout review of the market study, you will come across statistics that not just highlight the problems we've yet to solve but demonstrate how if unaddressed, they will compound issues larger than low CSAT score results.  

But despite the gloom and doom of unresolved problems, insights from Contact Center of 2030 will help organizational leaders across industries realize that future-facing solutions are more possible and attainable than they may seem today. 

DOWNLOAD CCW Nashville Presents: Market Study: Contact Center of 2030 HERE.

Photo by Dylan Gillis on Unsplash.