2024 KPI Benchmarks: Uncovering AI’s Impact on the Contact Center

Join Kevin McNulty, Senior Director of Product Marketing at Talkdesk, as he presents an overview of the 2024 Talkdesk Global Contact Center KPI Benchmarking Report. This session will delve into the key findings from the report, highlighting the impact of generative AI on contact center performance over the past year. Kevin will discuss why these findings are crucial and how you can leverage this benchmark data to enhance your performance management efforts.

Key Takeaways:

• Insights into the acceleration of self-service and automation technologies.
• Understanding the empowering role of AI in optimizing contact center agent workflows.
• Analysis of key KPIs such as average talk time and service level across nearly 3,000 Talkdesk customers.
• Strategies to identify the most effective approaches for achieving contact center goals.
• Comparison of peer performance metrics to navigate the evolving contact center landscape.

Discover how the latest benchmark data can help you stay ahead in the rapidly changing world of customer interactions.