2023 Contact Center Report: How Contact Center Leaders Are Improving Efficiency and Doing More With “Less”
Balto
APRIL 20, 2023
The industries feeling the most pressure are Transportation, Travel & Hospitality, Collections, Insurance, and Financial Services. Contact centers that prioritize AHT are under the most pressure, while the least under-pressure leaders emphasize a focus on CSAT instead. The average amount of ACW done per call was 10.74
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