CCW Market Study: The Future of the Contact Center in 2019

Industry Report | 1.6 MB

“CCW Market Study: The Future of the Contact Center in 2019” dives deeply into a variety of technologies, best practices and case studies that can make a human-centric contact center a reality. To collect data for the study, CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in August, September and October 2018.

This report includes:

  • Predictions for the future of the contact center
  • Executive priorities for 2019
  • The importance of the human touch today and in the future
  • Popular investment areas for 2019
  • Customer experience case studies, tips & exercises