2023 September Market Study: Contact Center of 2030

What will the contact center look like in 2030? Will it be an omnichannel, AI-driven powerhouse in which customers can conveniently solve most problems on their own – and quickly access empathetic, consultative agents in the rare situations where they need extra help? Will it be an empowering environment in which agents enjoy their experiences, love their compensation packages, and perform as highly confident and capable brand ambassadors?

Or, will problems like disconnected systems, insufficient customer data, high agent turnover, and counterproductive technology investments – the same issues plaguing the contact center of 2023 – continue to thwart customer centricity?

To answer these questions, CCW Digital recently conducted exclusive research into the current and future state of the contact center. The results inform this Market Study, which provides the predictions, concerns, and opportunities that should be top-of-mind as you look ahead to 2030 and beyond.

Topics include:

• Predictions about the future of remote work, customer intelligence, AI-driven chatbots, and the cost vs. value center debate
• The longstanding pain points, complaints, cliches, and challenges contact center leaders believe we will finally solve by 2030
• The role phone calls will play in the contact center of 2030
• Insight into what ChatGPT and other AI solutions mean for contact center agents
• Critical CX initiatives you should be prioritizing right now