Key players annual survey of contact center solution decision-makers revealed that employee engagement is a top priority for contact center organizations in 2023. Organizations with more employee engagement initiatives benefit from higher employee satisfaction (eNPS) levels and lower attrition. Those with more solutions that support employees also received higher eNPS scores. Overall, there will be significant growth in the number of seats around the globe, with hybrid models flourishing, creating many opportunities for CX solution providers. Only 40% of companies deliver omnichannel customer experiences, not meeting the customers’ demand for seamless interactions across channels. Businesses cite the cost of implementation and system integration difficulties as top hurdles. Customers are unhappy when they have to repeat themselves as they move across channels. Continually automating processes will be critical for survival, but the execution must be well thought out. Customers are frustrated by virtual agents that do not understand them or what they need. Employees are stressed when dissatisfied customers are forwarded to them.

Key players approach to achieving these goals:
  • Conduct an on-line customer survey of leaders involved in purchasing contact center solutions
  • Have in-depth discussions with thought leaders in contact center organizations through
  • CX Client Council, Contact Center MindXchanges, Webinars and Virtual Think Tanks
  • Continuous conversations with key contact center solutions providers around the globe

RESEARCH SCOPE

The primary goals of this research are to:
  • Understand the IT challenges contact center organizations face today
  • Gauge remote/hybrid models
  • Monitor the status of digital transformation in contact center organizations
  • Assess the current and future use of contact center solutions
  • Evaluate factors that drive investments in contact center solutions
  • Gauge market and technology trends
  • Appraise available IT budgets
  • Measure perceptions by vertical industry
  • Discover opportunities in different regions