“The 2023 US Contact Center Decision-Makers’ Guide” is based on surveys with 205 US organizations and 1,000+ interviews with US consumers. 


It provides the most up-to-date and extensive view of the issues facing the US contact center industry, identifies methods for improvement and helps customer-facing businesses be aware of what’s around the corner.


Findings are split by contact center size and vertical market to help readers understand how they compare to businesses like theirs, and the use of historical data over 15 years gives perspective to long-term changes in the industry.


Report key findings and contents


A few of the key findings include:


The average cost of an inbound call is $6.55 – 10% more than email and 11% more than a web chat


At 73 seconds, average speed to answer is still above the pre-pandemic average


40% of web chats use some form of automation, compared to 15% in 2019


US contact centers spend $9.6bn per year checking callers’ security details


69% of US contact center agents are expected to be remote or hybrid working in 2023


Contact centers state that AI is their no.1 investment priority in 2023/24





  • Agent Engagement, Empowerment & Gamification
  • Artificial Intelligence & Machine Learning
  • Attrition, Absence & Recruitment
  • Cloud-Based Contact Center Solutions
  • Contact Center Performance
  • Customer Effort, Engagement & First-Contact Resolution
  • Customer Experience Measurement & Improvement
  • Customer Identity Verification & Fraud Reduction
  • Customer Personalization
  • Digital Channels
  • Headsets & Audio Improvement
  • Interaction Analytics
  • Mobile Customer Contact
  • Multichannel Workforce Management
  • Omnichannel
  • Outbound, Call Blending & Proactive Customer Service
  • PCI Compliance & Card Security
  • Quality Call Recording, Performance & QA
  • Queue Management & Call-Back
  • Remote & Hybrid Working
  • RPA & the Unified Desktop
  • Self-Service
  • Strategic Directions
  • Virtual Contact Centers & The Connected Enterprise


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