“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