Thanks for joining our State of the Contact Center webinar. We hope you found it valuable! If you’d like to learn more, you can now download the full report.
Here’s a quick recap of the key takeaways:
- The New CX Reality: Customer expectations are rising fast. 24/7 availability and hyper-personalized service are becoming the norm—yet only 36% of contact centers have true omnichannel capabilities.
- The Agent Experience Gap: AI is shifting agent roles, but support isn’t keeping pace. While emotional intelligence is the most lacking skill, 64% of organizations aren’t prioritizing related training, and 59% aren’t offering ongoing coaching. The result? Distrust in AI and a widening gap between leadership intent and action.
- AI is Here to Stay: 98% of contact centers use AI today. It’s driving efficiency, enabling 24/7 service, and helping teams become more predictive and personalized in customer engagement.
- But Growing Pains Remain: AI adoption isn’t without hurdles—cost, integration challenges, and trust issues persist. With 43% of leaders planning to bring AI in-house, the focus is now on control, trust, and long-term value.
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