Market Study: State of Contact Center Technology



Brian Cantor
02/06/2020

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As you begin 2020, you surely have customer experience challenges you want to address. You also surely have opportunities you want to seize.

Is your contact center technology helping or hurting in your quest?

The answer should be the former, but based on new CCW Digital research, many are suffering from the latter fate. Contact center technology is not delivering on its promise and may in fact be creating additional effort and frustration for agents and customers.

Our new Market Study uncovers this research. More importantly, it reveals how to rethink the technology landscape to achieve unprecedented customer contact value. With helpful stats, analyst recommendations and real-world case studies, it’s your ticket to making technology an asset rather than a liability.

Topics include:

  • What are the biggest contact center objectives, and what role is technology playing?
  • What are the biggest mistakes when it comes to contact center technology?
  • Are internal power struggles hurting contact center technology?
  • Is automation living up to the hype? Is journey mapping transforming CX?
  • What are the most important factors when investing in new tools?

We respect your privacy, by submitting this form you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights click here. By clicking the "Download button" you agree to the terms of our Privacy Policy.

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