CCW Market Study: The Future of the Contact Center in 2019

CCW's Market Study on The Future of the Contact Center gives insights into which technology and tools contact center leaders will embrace in 2019, what they will do to improve their customer experiences, and how they will support the agent experience.

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CCW Market Study: The Future of the Contact Center in 2019

According to contact center leaders, quality customer experiences and engagement are still the goal of the contact center. However, as new technologies, channels, ideas, and metrics influence what is possible, contact centers continue to evolve. You can’t build a bridge to the future with outdated tools; great customer experiences and engagement are powered by flexible technology.

Where will contact centers go in 2019? How are the world’s contact center leaders investing their time and resources? What are their priorities? CCW Digital's Market Study on The Future of the Contact Center in 2019 gives insights into these questions and much more. The report examines which technology and tools contact center leaders will embrace in 2019, what they will do to improve their customer experiences, and how they will support the agent experience.

About the Report

Since 1999, Customer Contact Week (CCW) has held the largest annual customer contact events in the world. With more than 150,000 customer contact members, CCW’s influential online platform, CCW Digital, truly has its finger on the pulse of the contact center industry.

In their latest market research report, CCW Digital examines the future of the contact center in 2019. Based on interviews with customer experience, contact center, marketing, customer care, IT, and operations professionals in August, September, and October 2018, the report looks at organizations’ contact center visions, strategic priorities, agent engagement initiatives, and investment plans for 2019.

The Future of the Contact Center in 2019 summarizes responses from a wide range of organizations, including 59% that generate over $1 billion in revenue, 57% with more than 1,000 employees, and 67% with more than one contact center site. The study compares organizations’ top priorities in 2019 to those in 2018, and examines the underlying shifting dynamics in the contact center industry behind those changing priorities. The report also dives deeply into a variety of technologies, best practices, and real-life case studies that are relevant for organizations as they bring their contact center visions to life.

Read the Report

The Future of the Contact Center in 2019 examines how today’s contact center leaders view the contact center in 2019—their priorities, concerns, visions for the future, and plans to reach their goals. If you’re evaluating your current contact center and considering how to best serve your customers in the years to come, this report is for you.

Key questions answered in this report include:

  • What plans do organizations have to update or replace tools and systems in 2019?
  • What are the top three contact center investment areas planned for 2019?
  • Self-service vs. live agent—where will organizations invest their resources?
  • What is the #1 agent experience priority in 2019?
  • What matters more to consumers: increasing personalization or reducing effort?
  • What is the #1 contact center priority for organizations in 2019?

Download the report here.

CCW Report