As contact centers around the world grapple with the realities of hybrid work, the Great Resignation, heightened customer expectations, and supply chain woes, many are turning to industry research and data that can provide guidance, perspective, and clarity to help them maintain and grow their CSAT and NPS scores.
As a leading analyst firm for the contact center and CX industry, ContactBabel publishes the Contact Center Decision-Makers’ Guide each year, giving the industry unparalleled insights into performance, operations, technology, and HR aspects of U.S. contact centers.
Based on research gathered from more than 200 U.S. contact centers, the comprehensive ContactBabel report includes facts, data, and analyses of CX management technology and strategy with sections on remote working, agent engagement and gamification, CX measurement and improvement, and benchmarking metrics.
In all, the report covers seven major issues and trends affecting the contact center industry today and into the future including:
- Improving quality and performance
- Maximizing efficiency and agent optimization
- Digital, cloud and the customer of the future
- Outbound and proactivity
- Customer experience
- HR management
- Strategic directions
Within each section, solutions are identified and presented alongside the underlying data coupled with hundreds of graphs and useful tables. All of the data visualizations are clearly organized and indexed, making the report easy to navigate and use in your own contact center’s advancement.
As one example, data in the ContactBabel report reveals that there has recently been a significant uplift in the use of workforce management solutions among smaller contact centers – likely a result of the increasing number of cloud-based solutions aimed at the smaller end of the market.
For contact center professionals, the report answers a huge range of key questions, providing clarity and a sense of perspective on how to navigate the rocky waters of 2022 and beyond. For example, readers will gain insights into hard-to-get answers to questions like:
- What’s the number one aim of CX programs in 2022?
- How do CX pros rate their own technology?
- What’s the future of remote working?
- What performance metrics really matter?
The report also reveals that workforce management systems have been implemented in 61% of contact centers surveyed. As a bonus, the 2022 ContactBabel report includes Playvox’s unique perspective on five ways to improve remote customer service agent productivity.
Download your free copy of the 2022 US Contact Center Decision-Makers’ Guide now.