2019 CX Transformation Benchmark Global Findings: Contact Centre Plans and Metrics

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Overview

This eBook 2019 CX Transformation Benchmark, Global Findings: Contact Centre Plans and Metrics, reports contact centre decision maker responses regarding the following:

  • Plans to Move Contact Centre Technology to the Cloud
  • Plans to Invest in Channels and Customer Experience (CX) Improvements
  • Expected Need for Resources to Support Agent-assisted Interactions
  • Top Contact Centre Goals and Metrics