Released in November, CCW’s ‘Future of Contact Centers: A Forecast’ shows statistics on how contact center leaders and stakeholders from various industries are shaping their CX strategy.
Essential factors in measuring contact center value:
- Impact on customer satisfaction, loyalty, and retention = 52.56%
- Ability to improve a brand’s reputation = 43.59%
Main pain points:
- Fragmented, disconnected tools systems = 51.28%
- Lack of omnichannel capabilities = 42.65%
- High agent turnover = 33.33%
Top-of-mind initiatives for leaders:
- Improving use of AI for customer interactions = 46.15%
- Creating more seamless experience across channels = 42.31%
- Employee productivity = 41.03%
Workforce model expectations:
- Hybrid by Task (agents work onsite for certain tasks and remotely for others) = 39.74%
- Hybrid by Role (office vs. remote work time based seniority, job type, team, etc.) = 16.67%
- Primarily Remote (most agents will mostly work remotely from any location) = 15.38%
Agent retention plans
- Supporting more flexible work models = 48.72%
- Improving training and coaching = 43.59%
- Improving contact center tools and systems = 41.03%
A majority of leaders believe that, by 2025, AI (artificial intelligence) will be the preference for simple support issues. The rest will generally involve agents, especially the complex ones.