This exclusive IDC InfoBrief examines how contact centers’ performance metrics stack up in key business outcomes, including first-contact resolution, agent productivity, and against goals like self-service rates.
What you will learn:
- 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.