{"id":325137,"date":"2020-07-06T16:14:05","date_gmt":"2020-07-06T23:14:05","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=325137"},"modified":"2020-07-06T16:13:39","modified_gmt":"2020-07-06T23:13:39","slug":"ccw-market-study-state-of-contact-centre-technology","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/en-sg\/resources\/ccw-market-study-state-of-contact-centre-technology","title":{"rendered":"CCW Market Study: State Of Contact Centre Technology"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section g_section_text=&#8221;white&#8221; full_width=&#8221;stretch_row&#8221; el_id=&#8221;resources-header&#8221; css=&#8221;.vc_custom_1557260620493{background-color: #4e5054 !important;}&#8221; el_class=&#8221;visible-overflow&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<h3 class=\"pgtagline\"><span class=\"TextRun MacChromeBold BCX0 SCXW245341669\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun BCX0 SCXW245341669\">CCW Market Study:<\/span><\/span><\/h3>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1>State Of Contact Centre Technology<\/h1>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_row gap=&#8221;35&#8243; equal_height=&#8221;yes&#8221; css=&#8221;.vc_custom_1560865125386{margin-bottom: 100px !important;}&#8221;][vc_column elemental_order=&#8221;order-2&#8243; width=&#8221;2\/3&#8243; css=&#8221;.vc_custom_1569524754144{margin-top: 40px !important;padding-right: 5% !important;}&#8221;][vc_column_text]As you begin 2020, you surely have customer experience challenges you want to address. You also surely have opportunities you want to seize.<\/p>\n<p>Is your contact centre technology helping or hurting in your quest?<\/p>\n<p>The answer should be the former, but based on new CCW Digital research, many are suffering from the latter fate. Contact centre technology is not delivering on its promise and may in fact be creating additional effort and frustration for agents and customers.<\/p>\n<p>Our new Market Study uncovers this research. More importantly, it reveals how to rethink the technology landscape to achieve unprecedented customer contact value. With helpful stats, analyst recommendations and real-world case studies, it\u2019s your ticket to making technology an asset rather than a liability.<\/p>\n<p>Topics include:<\/p>\n<ul>\n<li>What are the biggest contact centre objectives, and what role is technology playing?<\/li>\n<li>What are the biggest mistakes when it comes to contact centre technology?<\/li>\n<li>Are internal power struggles hurting contact centre technology?<\/li>\n<li>Is automation living up to the hype? Is journey mapping transforming CX?<\/li>\n<li>What are the most important factors when investing in new tools?<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243; el_class=&#8221;negative-form&#8221; css=&#8221;.vc_custom_1569438416105{margin-top: 100px !important;background-color: #f3f3f3 !important;}&#8221;][vc_column_text]<\/p>\n<h2 class=\"text-orange text-24\" style=\"text-align: center;\">Download the research report<\/h2>\n<p>[\/vc_column_text][vc_single_image image=&#8221;325153&#8243; alignment=&#8221;center&#8221;]<div class=\"eloq_form elq-container gmkto_form_type_hot gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"6\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span 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You also surely have opportunities you want to seize. Is [&hellip;]<\/p>\n","protected":false},"author":316,"featured_media":325151,"template":"","tax_priority":[],"tax_contenttheme":[14904],"tax_bundle":[],"tax_contenttheme2":[16156],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[16738],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-325137","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_contenttheme-level-up-your-technology-en-sg","tax_contenttheme2-improve-employee-experience-en-sg","tax_buying_job-job-5-validation-en-sg","tax_content_type-report-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/325137","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/316"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/325137\/revisions"}],"predecessor-version":[{"id":331826,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/325137\/revisions\/331826"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/325151"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=325137"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=325137"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=325137"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=325137"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=325137"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=325137"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=325137"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=325137"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=325137"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=325137"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=325137"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}