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

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