Contact Center Survey Uncovers New Mission-Critical KPIs

The State of Customer Experience 2020 Survey Report reveals breaking insights on Contact Center investment strategy, emerging channels and technologies, and the newest mission-critical KPIs.

Executed on behalf of UJET, in partnership with Canam Research, this survey focused exclusively on Contact Center leaders and executives, gauging their feedback on:

  • Executive attitudes about the importance of CX
  • Satisfaction with existing Contact Center infrastructure
  • Their top operational challenges and priorities
  • Metrics and tools used to track performance
  • The state of technology and data integration
  • Attitudes and plans for AI in contact center
  • And much more!

Some key survey findings:

  1. About 1 out of 3 respondents said they are NOT CONFIDENT that they are providing a good experience for their customers.
  2. 58% of respondents said allowing customers to send photos, videos, and screenshots to agents in real-time is of high importance.
  3. More than 50% of respondents cited Agent Feedback as one of the tools they are using to monitor contact center efficiency and success.

Download the full report today to learn more.

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