CCW Market Study: Future of the Contact Center

Dive into market research, in-depth case study analysis, and actionable insights from industry experts in this report produced by CCW Digital and Yext.

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What's inside:

Let's move beyond the debate over the value of the contact center. Instead, we need to talk about how the contact center can achieve that value in today's rapidly changing world.

How will contact center strategy evolve to accommodate new customer behaviors and preferences? How will companies balance digital and voice-based engagement with automation and agent-led support? And will companies evolve their "remote vs. on-site" approach at a time when employee expectations and standards are radically evolving?

The product of extensive market research and in-depth case study analysis, Future of the Contact Center provides the answers. Yext partnered with CCW Digital to develop this comprehensive report to cover:

  • New ways the contact center can generate ROI in 2022 and beyond

  • Pain points that threaten your ability to achieve customer and employee centricity

  • The truth about COVID-19's impact on digital transformation

  • Statistics on how companies will approach phone, digital, and chatbot support in the years ahead

  • Steps for adopting hybrid workforce models and retaining agents amid "The Great Resignation"