The Rising Role of AI
Discover why AI and automation are now top priorities for every contact center leader surveyed—and how they are transforming both customer and agent experiences.
Navigating Increased Pressure
With heightened demands on contact centers, see how leaders are strategizing to balance efficiency, satisfaction, and revenue goals.
Customer-First vs. Cost-Cutting
Uncover which metrics are making the biggest impact on customer loyalty, agent morale, and overall success.
Agent Experience & Job Satisfaction
Understand what truly drives agent engagement and satisfaction, from quality metrics to the right coaching and tools, and how this impacts your customer service outcomes.
Uncover Key Trends and Insights in the State of the Contact Center 2024 Report
The State of the Contact Center 2024 Report dives deep into the trends, challenges, and innovative solutions shaping the industry this year. Based on comprehensive data from contact center leaders, agents, and industry experts, this report reveals powerful insights that can help you drive performance and stay ahead in an evolving landscape.
Sneak Peek into the report
AI adoption
100%
of Contact Center leaders considering adopting new AI tools
Under Pressure
70%
of respondents report elevated pressure this year, only 4% said the opposite
Improved Job Satisfaction
23%
higher job satisfaction among agents who use real-time AI tools
