target audience: TECH BUYER Publication date: Jan 2024 - Document type: Tech Buyer Presentation - Doc Document number: # US51730024
How CCaaS Has Impacted Key Contact Center Metrics and KPIs
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Abstract
This IDC Tech Buyer Presentation provides an overview of how the use of contact center as a service (CCaaS) has impacted core contact center metrics like cost per contact, customer satisfaction (CSAT), customer lifetime value, and first contact resolution. This is based on quantitative feedback collected from global buyers and decision-makers of outsourced customer care business process services.
Data depicted in this presentation comes from IDC's 2023 Worldwide Customer Care Business Process Services Survey, which was fielded from May to June 2023. This study surveyed over 700 global buyers and decision-makers of outsourced customer care business process services with a representation across industries, company sizes, IT/LOB roles, and job titles. Respondents were asked questions pertaining to customer care/contact center business priorities and challenges, captive/in-house versus outsourced operations, services adoption, spend and digital investments, omni-channel and cloud/SaaS adoption, generative AI, the metaverse, and gig CX.