2024 JANUARY CCW MARKET STUDY | Future of Contact Center Employees
CUSTOMER
CONTACT WEEK
DIGITAL
www.customercontactweekdigital.com |
About the Author
Brian Cantor
Principal Analyst, CCW Digital
Customer Management Practice
C U S T O M E R
M A N AG E M E N T
P R AC T I C E
Brian Cantor is the principal analyst and director for CCW Digital, the global online community
and research hub for customer contact professionals. In his role, Brian leads all customer
experience, contact center, technology, and employee engagement research initiatives
for CCW. CCW Digital’s articles, special reports, commentaries, infographics, executive
interviews, webinars, and online events reach a community of over 150,000.
A passionate advocate for customer centricity, Brian regularly speaks on major CX
conference agendas. He also advises organizations on customer experience and business
development strategies.
Methodology & Demographics
To understand the future of contact center employees, CCW Digital conducted an
extensive survey in January 2024. The survey uncovered perspectives from an audience of
contact center, customer experience, marketing, and operations leaders.
Respondents represented organizations of most industries and all size ranges. Example
job titles included director of client experience, manager of member of experience, chief
customer officer, head of customer care, vice president of customer engagement, vice
president of customer service, senior vice president of operations, head of client care,
senior director of customer experience, vice president of contact center operations, and
senior director of customer success.