2022 November Market Study: Future of the Contact Center

For all the transformation that has taken place over the past few years, one thing has remained the same: calls for customer and employee centricity are largely going unanswered. Despite all the talk about improving experiences, customers continue to encounter the same pain points when interacting with brands. Agents continue to encounter the same friction when attempting to perform their jobs.

With the stakes of the customer experience continuing to grow, contact centers cannot succumb to the same complacency in 2023. They cannot spend another year trumpeting the importance of reducing effort, increasing personalization, leveraging AI, and undergoing digital transformation only to deliver the same, cumbersome, impersonal experiences.

What initiatives, consequently, should contact centers be prioritizing in 2023? What actions will allow them to turn their visions into realities? CCW Digital’s research-driven Market Study on the Future of the Contact Center has the answers.

Topics include:

• The #1 “New Year’s Resolution” for the contact center community
• Pain points contact centers plan to remedy – and the ones they’re willing to ignore – in 2023
• New metrics and standards for the contact center of the future
• Insight into how contact centers will approach phone vs. digital in the coming year
• Specific strategies for improving agent retention and performance in 2023
• The future of work-from-home – and the challenges that remain unresolved