Study: IDC InfoBrief - Contact Center Performance

This exclusive IDC InfoBrief examines how contact centers’ performance metrics stack up in key business outcomes, including first-contact resolution, agent productivity, and against goals like self-service rates.

What you will learn:

• How contact center leaders are adopting AI and automation and how it impacts investment in the contact center
• Get insights into KPIs like average handle time (AHT) by channel – including how automated digital interactions compare to inbound calls
• See how you measure against your industry peers in retail, healthcare, and financial services

Download the study to see how your contact center compares!