CCW Customer Contact Industry Review: 2021 Market Study

The two questions contact centers must answer in the summer of 2021

In the summer of 2021, business leaders are being forced to consider two important questions:

1. How did the past year permanently change the way contact centers function?

2. How will the goals of the contact center evolve moving forward?

This Customer Contact Industry Review from CCW Digital features perspectives from over a dozen brands to offer you a research-driven look at these deliberations. In the report, CCW covers operational strategy, employee empowerment, digital transformation, customer experience design, and much more. With these data-driven insights, you will have a leg up as you continue to modernize your customer care operation.

Key findings for customer care in every industry

The report offers over 60 pages of data-driven research and analysis to give your brand the advantage it needs to stay afloat in 2021 and beyond. Key findings include:

• An increase in companies recognizing contact centers as value centers

• An increase in the importance of customer service since the beginning of the pandemic

• A new focus on employee well-being as the number one challenge contact centers face

• Changing customer behaviors and demands

• The productivity of remote contact center employees (higher than you might think!)

• The increased importance of empathy, friendliness, and fluency in all channels of communication

• The power of AI in the contact center

• The increased focus on self-service options as ways to make contact centers more efficient

See all the data that backs these findings and more — download the report today.