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While 76% of customers value the ability to engage with companies on their preferred channel, in the past year, averages for call abandonment, talk time, and hold time have all increased.

Pandemic turbulence has made it challenging for businesses to gauge how their contact center performance stacks up against their peers, but excelling in digital CX has never been more important.

Explore this survey report to learn:

  • The benefits of benchmarking.
  • How contact center metrics changed from 2019 to 2020.
  • Contact center stats across industries, regions and company sizes.
  • Tips to optimize your contact center and improve CX.
Vendor:
Talkdesk
Posted:
Nov 3, 2021
Published:
Nov 3, 2021
Format:
PDF
Type:
White Paper

This resource is no longer available.