Table of Content

Summary of Key Findings
Strategic Objectives of this Study
Key Findings from the 2023 Contact Center Customer Survey
Critical 2023 Contact Center Issues Derived From Frost & Sullivan’s CX Client Council Annual Meeting
Critical 2023 Contact Center Issues Derived From Frost & Sullivan’s CX Client Council
Research Objectives and Methodology
Customer Research Methodology & Respondent Profile
Applications
Research Methodology
Contact Center 2023 to 2024 Goals
Top Goals—Why Organizational Objectives Contrast Contact Center Objectives
Executives Boards Say Customer-First Motto Still Rules
Building Trust and Ensuring Customer Loyalty When Automating Interactions
Building Trust and Ensuring Customer Loyalty While Automating for Survival
Investment Plans 2023 to 2024
Voice Reigns While Virtual Agents Grow
As Companies Aim to Improve CX with “Empathy,” Sentiment Analysis is a High Priority
Top AI Technologies Acquired to Tackle Rising Costs and Network Security
95% of Contact Centers are Increasing or Maintaining the Number of Seats
IT Departments Opt for Easy-to-Implement, Manage, and Use Solutions
Proven Return on Investment (ROI) Compels Manufacturing Companies to Overhaul the Entire Contact Center
Travel and Hospitality Will Heavily Invest in Contact Center Solutions in 2023
Agent Engagement Strategies
Attrition Higher in Sectors that Require Agents to Have More Knowledge/Skills
How Organizations Will Keep Employees on Board—Flexible Locations is No Longer a Top Initiative
Employee Engagement Initiatives Can Reduce Attrition
Employee NPS Scores Significantly Higher when Engagement Initiatives and the Right Solutions are in Place
Analytics on Quality Monitoring and Performance Management is a Top Investment for Employee Engagement
Hybrid Models Flourish
Remote and Hybrid Agents at a Higher Risk of Attrition
Why Contact Centers are Moving to Remote and Hybrid Models
Channel Trends and Customer Satisfaction
Virtual Agents Outperform Voice in the IT/Communications Industry and Operate Worse in the Retail and Travel/Hospitality Industries
Channel Dynamics—Last 12 Months
Customers are Frustrated with Agent Discontent and Lack of Personalized Care
AI-Infused Contact Center Technologies Needed to Improve Live Chat Interactions
Slow Response Time in the Email Channel Can be Detrimental for Businesses
Considerable Growth in the Use of Virtual Agents
Cost of Implementation is a Hurdle to Delivering Omnichannel Customer Experiences
Growth Opportunities
Strategic Imperatives for CX Solution Providers
Flexible APIs are Important for Implementing Two-Factor Authentication and Chatbots in the Near-Term
Collaboration Tools
Zoom’s Rise During the Pandemic Makes it a Leader for Collaboration in Contact Centers
Leveraging Talent Across the Enterprise Drives Investment in UCaaS and CCaaS Integration
Appendix
Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
Growth Opportunities Fuel the Growth Pipeline Engine™
List of Exhibits
List of Exhibits (continued)
List of Exhibits (continued)
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