The days of dismissing the contact center as a “cost center” may be over, but the importance of operational efficiency is greater than ever. A whopping 87% of contact center leaders say they are placing more emphasis on cost and efficiency this year.
Granted, saying efficiency matters and actually optimizing customer contact operations are two very different things. And in the status quo, the desire to reduce contact center costs, eliminate customer friction, and augment agent performance is not always being fulfilled.
Contact centers can, however, achieve these goals. The secret lies in adopting a more productive, more customer- and agent-centric approach to AI. In this new research report commissioned by CCW Digital and Sprinklr, we look at what stands in the way of contact center efficiency – and how brands can rethink their AI initiatives to overcome these barriers to success. Topics include:
- How contact center leaders are redefining efficiency, and what that means for customer and employee experiences
- Which pain points are most undermining customer, employee, and investor happiness
- Where and why existing AI investments are going wrong
- How buzz over generative AI has transformed and will continue to transform customer contact
- Which AI use cases represent the top opportunities for 2024 and beyond
- How the best brands will score and optimize their AI initiatives
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