The “AI in US Contact Center Verticals” series identifies and quantifies the specific pressures and issues most affecting contact center operations in five major US business sectors.

 

The reports are a tightly focused 20-30 pages in length, and are exactly tailored for readers in these business sectors who want to understand how they can move their contact center forward through the use of AI-enabled solutions.

 

Our research has found that each vertical market has its own specific commercial and operational issues that affect its contact centers.

 

For example:

 

  • The financial services sector has seen a 37% increase in call duration in the past five years, impacting speed to answer, call abandonment and customer experience. Learn how AI can cut call lengths while actually improving customer outcomes and CX
  • The insurance sector’s use of digital channels is half that of the contact center industry as a whole. AI can encourage more customers to use self-service and automated digital channels to impact positively on performance, customer experience and cost
  • The retail sector has a major problem with customer churn, especially from younger age groups, and needs to grow loyalty and advocacy. AI can make sure that the right cross-selling and upselling opportunities are shown at the right time, and understand which customers are showing signs of defection.

 

To download any or all of the “AI in US Contact Center Verticals” series, as well as many other research reports, please complete the registration form below.

 

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