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CCW 2024 November market study - Future of the contact center

For most contact centers, 2024 was a mixed bag. Customer satisfaction remained distressingly low and executive leadership ramped up the pressure to increase efficiency. The rapid ascent of generative and agentic AI solutions offered hope for the coming year with high-impact use cases that reduce call volume without sacrificing customer experience. Find out how customer care leaders are driving success in 2025 in CCW Digital’s annual Future of the Contact Center market study.

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What you'll learn

Why contact centers are rushing to incorporate generative AI into their ecosystem

Which customer experience metrics will matter most in the AI era

How contact center leaders will empower employees for next-gen work

The strategic and technology initiatives that will define the year ahead

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