Unlock the full potential of your networking at the CCW Europe Summit. Download the attendee list to access comprehensive details from the 450+ leaders who attended in 2024, including job titles, accounts, sponsors, testimonials, and the event floorplan. Gain valuable insights into the professionals driving innovation and excellence in customer experience.

The contact centre is fast becoming the nerve centre of customer experience—a place where loyalty is earned, insights are gathered, and value is created. To unlock its full potential, businesses must invest in their frontline agents—their knowledge, performance, and career growth.

When agents thrive, so does the brand—across every interaction. So how are leaders stepping up? This report explores the strategies, tools, and cultures reshaping the agent experience.

Key insights:

• 46% of brands say improving agent experience is a top priority
• 70% still rely on Average Handle Time as a key performance metric
• 36% are investing in agent career pathways, with 49% building the case
• 28% have secured buy-in for agent-facing AI over the next 12 months

With rapid changes in customer management, leaders face unprecedented challenges, demanding innovative strategies and strong resilience. This report, based on data from over 100 CCW Europe executives, highlights key pillars for driving customer experience (CX) transformations in 2025 and beyond.

Now is the ideal time for customer management leaders, with CX at the forefront of boardroom agendas, increasing budgets, and advancing technology. Bold, customer-centric transformation will define tomorrow's leading brands.

Are you ahead of the curve in customer support? Customer support is undergoing a significant transformation due to rising customer expectations and the complexity of problem-solving. Consumer behaviours and support dynamics are evolving, making customer service a critical business battleground. The key to standout service today is resolving issues on the first contact, known as first contact resolution (FCR).

How are leaders responding?

CCW Europe and GoTo surveyed the CCW Europe community to find out. The report includes actionable strategies to boost FCR rates.

Key Findings:

• •Only 50% of brands have an FCR rate above 70%.
• •63% prioritize improving FCR.
• •63% use IVR technology to drive FCR.
•  65% lack visual customer support.