CCW Las Vegas Presents: 2023 April Market Study: Customer Contact Industry Review

Conversations about labor challenges are unavoidable. Discussions about economic uncertainty are inescapable. Customers will not, however, tolerate mediocre service simply because contact center budgets are tight.

They are actually raising their standard, expecting brands to earn their business – and then their loyalty – through savvy use of technology, resonant displays of personalization, and passionate demonstrations of empathy.

This landscape may seem incredibly daunting, but the opportunity for contact center excellence has actually never been brighter. This research-driven Market Study will review the new state of the contact center, uncovering strategies for agent engagement, digital communication, artificial intelligence, customer data, and more, that will lead to more efficiency and customer centricity.

Topics include:

• New skills today’s contact center agents must possess
• Trends shaping the agent experience, including at-home work, salary demands, and the future of training
• The enduring contact center “pain point” that has somehow gotten even worse in 2023
• Factors that prevent brands from building customer relationships
• Top priorities for elevating the CX and expediting the digital transformation
• The impact of technology like ChatGPT on contact center strategy