CCW Research | The Role of AI in Redefining Contact Center Efficiency
For contact centers today, the importance of operational efficiency is greater than ever. A staggering 87% of contact center leaders acknowledge an increased emphasis on cost-effectiveness and efficiency this year.
This report delves into how contact centers can successfully achieve these goals, advocating for a more proactive, customer-centric, and agent-focused approach to artificial intelligence (AI). Commissioned by CCW Digital and Sprinklr, this research explores the obstacles hindering contact center efficiency and proposes a reimagined AI framework to overcome these barriers.
Key topics include:
How contact center leaders are redefining efficiency in customer and employee experiences
Which pain points are most undermining customer, employee, and investor happiness
Where and why existing AI investments are going wrong
How generative AI has transformed and will continue to transform customer contact
Which AI use cases represent the top opportunities for 2024 and beyond
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