In an increasingly complex and competitive environment, organizations must navigate changing customer expectations and the need for seamless, omnichannel interactions. As businesses strive to meet these demands, the pressure to maintain a productive, engaged workforce and ensure that every technology investment delivers measurable ROI has never been greater.
What you will learn:
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How contact center leaders are adopting AI and automation and how it impacts investment in the contact center.
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Get insights into KPIs like average handle time (AHT) by channel – including how automated digital interactions compare to inbound calls.
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See how you measure against your industry peers in retail, healthcare, and financial services.