Market Study: New Standards For Customer Contact Performance

We were already adapting to a new normal - one in which digital engagement, automation, cloud technology and new expectations changed the way we thought about customer contact.

Then came COVID-19, which added immense urgency to these initiatives. Robust work-from-home and AI strategies became essential rather than admirable. CX objectives also changed, with companies, agents and customers reconsidering what they wanted to get out of interactions.

Ultimately, these long-term and sudden developments emphasize an important reality: we need a new standard for customer contact performance. We need to reassess what "good" entails, rethink how to improve agent productivity, revise how we measure the contact center, reconsider the technology we select, and restructure operations to account for the digital transformation.

Featuring exclusive survey results and case study insights, this market study uncovers the keys to these transformations. Topics include:

- The biggest performance challenges facing today's contact centers

- How COVID-19 impacted call volume and customer expectations

- How companies are reacting to COVID-19 (and will transform moving forward)

- Contact center metrics to embrace (or ditch) in today's world

- What the rise of AI and digital mean for contact center strategy, including agent engagement

- The biggest hurdles to a work-from-home strategy