1、FUTURE OF CONTACT CENTER EMPLOYEESMARKET STUDYJANUARY2024CUSTOMER CONTACT WEEKDIGITALCUSTOMER CONTACT WEEKDIGITALCUSTOMER CONTACT WEEKDIGITALCUSTOMERCONTACT WEEKDIGITALCUSTOMERCONTACT WEEKDIGITAL2024 JANUARY CCW MARKET STUDY|Future of Contact Center Employees2CUSTOMER CONTACT WEEKDIGITAL|IntroThe bi

2、ggest cost of universality is a lack of intense questioning.This reality has long been evident when it comes to the contact center employee experience.Few contact center leaders dismiss the importance of the employee experience.Few doubt the impact empowering atmospheres have on agents ability to su

3、pport customers.But as we celebrate broad ideas around the employee experience and trumpet concepts like“happy agents equal happy customers,”we do not always ask ourselves what it truly means to generate agent happiness.Equally importantly,we do not always question whether supposed“employee empowerm

4、ent”initiatives will actually deliver short-term happiness,let alone spur long-term improvements in performance,engagement,and retention.This lack of questioning is particularly notable and concerning when it comes to the impact of artificial intelligence(AI).As we embrace concepts like“AI for simpl

5、e issues,agents for complex work”as employee-centric initiatives,we may not sufficiently question whether agents want to do the work,have the skills and capacity to do the work,or have the leadership support to do the work.As a result,we may not be taking the necessary steps to cultivate a next-gene

6、ration workforce that is ready,willing,and eager to delight ever-demanding customers in an ever-complicated customer experience landscape.To help the contact center community overcome these challenges,CCW Digital is thrilled to share this market study on the Future of Contact Center Employees.The pr