Optimizing Customer Experience: Contact Center Goals and Investments for 2022


Service organizations and contact centers have benefited from tremendous innovation during the past few years, primarily in artificial intelligence (AI), automation and analytics. Facing increases in customer inquiries, changing preferences in how consumers want to interact with businesses, and a shortage of employees and qualified candidates, companies have been forced to reconsider how they treat and reward their workers. And executives, recognizing the contact center’s role in building their brands, are empowering them to make investments in a new generation of intelligent tools. Join this webinar to learn the results of DMG’s worldwide survey on the direction organizations are taking and the enhancements they are planning to improve the customer experience (CX) while increasing productivity and employee engagement. Specifically:

  • Identifying your top CX and contact center goals and priorities for 2022
  • Exploring the most impactful investments to make now to improve CX
  • Understanding how contact center priorities have changed in the past few years
  • Predicting where will contact center employees be working in the future