The January 2023 CCW Market Study highlights the urgent need for better contact center technology amid rising customer and employee expectations. It reveals that most contact centers struggle with fragmented systems, limited personalization, and underwhelming omnichannel capabilities. While improving agent experience remains a top priority, budget constraints are the biggest barrier to tech upgrades. Leaders acknowledge past mistakes like poor integration and ignoring end-user needs. AI investments for customer analytics, automation, and training are gaining traction. The report urges thoughtful, collaborative technology decisions to create seamless, data-driven, and human-centric customer experiences.

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