CCW San Antonio Presents: 2023 January Market Study - State of Contact Center Technology

“Reduce customer effort.” “Create personalized journeys.” “Demonstrate empathy.” “Augment agent performance.” We begin each year by trumpeting the importance of these goals. We close each year by wondering why they continue to elude us – and what more we could have done to elevate our customer contact operations.

With the stakes of customer and employee experiences at an all-time high, it is imperative that we take meaningful and urgent action in 2023. It is imperative that we work to better understand customer needs, better design employee experiences, and better leverage contact center technology.

Presented by CCW San Antonio, this research-driven Market Study provides a roadmap for those actions. It reveals why past contact center initiatives have failed – and what steps leading brands will take to make success (and customer centricity) a reality in the months and years ahead.

Topics include:

• The biggest contact center objectives for 2023
• Top pitfalls that have prevented brands from achieving customer and employee satisfaction
• The impact of economic uncertainty on contact center technology and strategy
• Plans to address trends like omnichannel engagement and personalized support in 2023
• Insight into AI opportunities beyond chatbots