A newly released study from IDC, commissioned by Talkdesk, highlights the ongoing challenges faced by contact centres and the increasing reliance on AI and automation.
The study, based on a survey of 417 U.S. contact centres, reveals significant gaps in self-service capabilities.
Lou Reinemann, research director, Voice of the Customer and Customer Success at IDC commented on the research findings: “The findings from our research underscore the transformative potential of AI and automation in contact centres, By reducing manual workloads and enhancing first-call resolution rates, these technologies improve customer satisfaction and play a crucial role in retaining skilled agents”
Interactive voice response (IVR) struggles to resolve customer inquiries effectively, with only 35% of calls being handled through IVR, while 50% still require an agent.
Meanwhile, 15% of customer issues remain unresolved, leading to frustration and decreased satisfaction. Hold times also remain a concern, consuming an average of 11% of total call duration.
Another key finding is the burden of manual work on agents. Nearly 70% of contact centres report that agents spend between 10% and 29% of their time on administrative tasks such as updating records and logging call details.
Many also face difficulties in quickly accessing the information they need, particularly in industries like healthcare (62%) and retail (59%). These inefficiencies extend call durations and limit the number of customers agents can assist.
As contact centres push for greater efficiency, AI and automation are playing a crucial role. The study finds that organizations are setting ambitious self-service targets, with an average goal of resolving 68% of inquiries without human intervention.
Some have set even higher benchmarks, aiming for 90% self-service adoption. AI-driven solutions, such as automated self-service tools and real-time agent assistance, are emerging as essential tools to bridge the gap between customer expectations and operational efficiency.
Tiago Paiva, chief executive officer and founder of Talkdesk, explained the importance of leveraging Ai-powered solutions: “Contact centers must evolve from handling inquiries to becoming key drivers of customer satisfaction and loyalty.
A seamless and positive interaction can make the difference between a loyal customer and a lost opportunity. The most successful businesses prioritize and put the customer at the centre of every decision, creating frictionless journeys that exceed expectations.
By leveraging AI-powered solutions, Talkdesk empowers agents to deliver exceptional service, ensuring every customer interaction is meaningful and effective.”
Download the full report here.
For more information about Talkdesk - visit the Talkdesk Website
About Talkdesk
Talkdesk is a global customer experience leader for customer-obsessed companies. Our contact center solution provides a better way for businesses and customers to engage with one another. Find out more about Talkdesk
Author: Hannah Swankie
Reviewed by: Rachael Trickey
Published On: 20th Feb 2025
Read more about - Latest News, Talkdesk
