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