[Webinar] Learn how Assurant is scaling AI in the contact center
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CCW 2024 November market study - Future of the contact center

January 1, 2025
11 min
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About the webinar

For most contact centers, 2024 was a mixed bag. Customer satisfaction remained distressingly low on average, and executive leadership ramped up the pressure to increase efficiency. But 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 the customer experience.

Find out how customer care leaders are laying the foundation for 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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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.

Download the eBook

What you'll learn

1.

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

2.

Which customer experience metrics will matter most in the AI era

3.

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

1.

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

2.

Which customer experience metrics will matter most in the AI era

3.

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

4.

The strategic and technology initiatives that will define the year ahead

5.

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CCW 2024 November market study - Future of the contact center

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For most contact centers, 2024 was a mixed bag. Customer satisfaction remained distressingly low on average, and executive leadership ramped up the pressure to increase efficiency. But 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 the customer experience.

Find out how customer care leaders are laying the foundation for success in 2025 in CCW Digital’s annual Future of the Contact Center market study.

‍