White Paper & Reports

The Future of the Contact Center in 2019

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New metrics, channels, technologies and ideas are forever changing how we run customer contact centers

What does the future of the contact center hold in 2019?

First and most, a focus on incorporating the human element back into the contact center, according to CCW’s recent survey of contact center leaders.

Although new technologies, including AI and digital self-service, continue to strengthen overall customer experience, 64% of contact centers still believe customers should have easy access to a live agent.

Read more about what customer experience and contact center executives believe is key to contact center success in 2019.

Download the Future of the Contact Center in 2019 report to learn:

  • The top 5 ways organizations plan to improve customer experience in 2019
  • How organizations feel about digital transformation
  • Critical trends to guide your contact center practices in the coming year