State of the Contact Center

See how your contact center compares to your peers.

While you may have the metrics to understand your own performance, the challenge lies in that next step: understanding how you compare to your peers.

In our inaugural State of the Contact Center, we share key learnings from our survey of contact center leaders and agents to understand what contact centers are doing today, and what they’re planning for the future.

In this report, you’ll find:

  • Industry-wide benchmarks like average CSAT scores and handle times
  • MInsight into your peers’ omnichannel strategy (both now and in the year to come)
  • Macro trends affecting efficiency, productivity, and the customer experience across contact centers
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