CCW November Market Study - Future of The Contact Center: A Forecast

The events of 2020 put a spotlight on organizational inefficiency. Processes and tasks that were broken before turned into nightmares. Without the time to enact well defined plans, contact centers were scrambling to piece together solutions that would keep them afloat and keep agents interacting with customers.

In this market study by contact center experts CCW, learn how companies plan to transform (or de-transform) in the years ahead and why Hyperautomation will help situate your agents in the driver’s seat of customer engagement where they belong.

You’ll learn:

• What are contact centers’ top objectives for the future? How have those objectives changed?
• Which CX initiatives and technologies are essential for customer centricity?
• Why Hyperautomation should be your new mindset to drive CX and digital transformation.