Guides
2022 Benchmark Report: Automation in the Contact Center
Learn how automation is playing a significant role in contact center operations from a survey of 300+ US-based contact center leaders.
Download the Report
Findings from the 2022 Benchmark Report indicate that rising costs, hiring shortages, and call volume spikes are the top challenges for contact center leaders – and almost all are deploying automation to overcome them
Automation is the ability to resolve customer support issues across voice, text, and web channels with natural-sounding, machine-driven conversations that understand complex customer requests.
Download the full Demand Metric report to explore key automation trends from more than 300 surveyed contact center leaders at US-based middle market and enterprise organizations, including:
- Top challenges and priorities for contact center leaders
- How leaders are investing in or planning to invest in automation by channel
- How leaders predict automation will impact the future of customer service
- How leaders are overcoming barriers to adopting contact center automation
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