IDC InfoBrief: Contact Center Performance
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How do your contact center stats stack up? This new IDC InfoBrief dives into the latest metrics to see how your performance compares to others in your industry (retail, healthcare, and financial services are all covered!). It also explores how leaders use AI and automation and how that's changing their investment strategies.
What you will learn:
- How contact centers' performance metrics stack up in key business outcomes, including first-contact resolution, agent productivity, and against goals like self-service rates.
- How contact center leaders are adopting AI and automation, and how it impacts investment in the contact center
- Get insights into KPIs like average handle time (AHT) by channel – including how automated digital interactions compare to inbound calls.
- See how you measure against your industry peers in retail, healthcare, and financial services.
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