2023 November Market Study: Future of the Contact Center

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