Report: Customer Service Index 2022

Now in its sixth year, the Customer Service Index provides data and insights to help you better meet your customers’ changing needs and expectations.

This report highlights views of customer service and engagement from the executive suite. The results demonstrate that digital engagement is now mainstream. Regardless of size or location, organizations are using technologies such as AI to assist agents and customers. Taking steps to provide AI-assisted omnichannel capabilities can enhance customer and employee experiences.

Key findings include:

47% of respondents report employee retention as a top challenge

33% have had all agents return to the office full-time

94% agree that AI can enhance customer self-service

65% have increased their focus on metrics for agent productivity and retention