April Market Study: New Benchmarks For Customer Contact Performance

Empowering agents to deliver excellent customer experiences was never an easier endeavor. It became exponentially more difficult, however, amid the COVID-19 pandemic. As volume surged, workspaces shifted, customer demands changed, and digital utilization skyrocketed, many companies struggled to successfully adapt – and meaningfully connect with customers.

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.

How can customer contact teams not only navigate these changes but improve performance? How can they turn their function into an omnichannel “value center”? This research-driven Market Study has the answers.

Topics include:

• Top contact center metrics for 2021 and beyond
• The future of work-from-home once the pandemic subsides
• 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
• Best ways to elevate agent performance in the omnichannel world
• 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