Download

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