CCW Market Study: Customer Contact Industry Review

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The pandemic has changed the way customers interact with brands and has transformed customer service organizations into a value center: almost 68% of companies see their customer service team as “more valuable” than it was pre-pandemic.
Additionally, organizations are more focused on elevating both customer and agent experience, with 65% saying CX has become more critical since the pandemic and 63% saying the same of EX.
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This in-depth study will show you how to redefine the strategies and goals of your contact center in the post-pandemic era. It will show you:

Why a frictionless, omnichannel approach to knowledge management is vital to empowering agents and improving customer experience
New attitudes on remote and hybrid agents
What qualities and skills are essential for contact centers agents today and in the future
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