April Market Study: New Benchmarks For Customer Contact Performance

April Market Study: New Benchmarks For Customer Contact Performance

The pandemic may be subsiding, but the customer contact landscape will continue to change. Business and support volume will demonstrate additional volatility. Leaders will receive new corporate directives. Agents will require new tools and guidance. Customers will demonstrate new behaviors and preferences.

Topics include:

  • Benchmarks for interaction volume and CSAT in channels like phone, social, chat, email, and messaging
  • Biggest wins and losses from the rise of digital engagement and self-service
  • Most urgent AI use cases
  • Contact center initiatives that will give you a competitive advantage
  • Tips for handling the post-pandemic “surge” in consumer spending

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