2024 CX EXECUTIVE RESEARCH REPORT
Technology and People:
Harmonizing Contact Center Dynamics
Although people remain the cornerstone of contact center operations,
technology increasingly dictates the quality and efficiency of the
customer experience. This interplay is the critical focus of our CX
Research Report: Executive Edition 2023.
Neither tech nor support agents exist in a vacuum. They are the two foundational pillars of the
contact center ecosystem. Understanding their interdependence will help you curate a better
customer experience that supports your long-term organizational goals and bolsters retention.