2024 JANUARY CCW MARKET STUDY | Future of Contact Center Employees
CUSTOMER
CONTACT WEEK
DIGITAL
www.customercontactweekdigital.com |
Table of Contents
2
Intro
4
Methodology & Demographics
4
About the Author
5
Key Findings
6
Is Employee Happiness Still An Objective?
8
Fired or Empowered? What Does AI Really Mean For Agents?
10
Are Agents Ready (and Eager) For The New AI-Driven Normal?
15
Are Supervisors Ready For The Contact Center Of The Future?
18
Four Factors That Will Impact Contact Center Employees in 2024
21
From Stress To Success: Reducing Complexity With AI-Powered Contact Center Solutions
30 How Customized Strategies Drive Dependable Sales Performance & Outcomes
36 Appendix
37
2024 Editorial Calendar
38 Meet the Team