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CCW Market Study: Smart Contact Centers

To measure the success of the contact center and uncover the need for “smarter” technology, CCW Digital conducted a survey in September 2022. The inquiry collected data from leaders responsible for contact center, customer service, customer experience, operations, and marketing strategy in organizations of all sizes from most industries.

Topics include:

  • A sobering look at whether contact centers support personalized, omnichannel experiences
  • Details on how contact center solutions are actually hurting agent performance and happiness
  • Missed opportunities to transform the contact center with AI
  • Insight into how leaders can evolve to better support today’s customers and agents
  • Top priorities when rethinking your contact center platform

Download the Market Study