Report
IDC InfoBrief: Contact Center Performance
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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.
