The 2023 Global Contact Center Survey, developed in response to the evolving landscape of contact centers, attracted record participation to explore advancements in strategy, customer experience, and operational/technical capabilities. Key findings highlight the priority of customer experience balanced with cost containment. The survey revealed a strong trend towards investing in AI, self-service capabilities, and modern infrastructure to enhance operational efficiency. Additionally, strategies for proactive customer outreach and right-channeling aim to improve customer interaction and brand loyalty. The industry also sees a shift towards remote working, with efforts to retain staff through in-person training and culture-building events.

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