The Great Contact Center Standoff
Contact Center Pipeline, Monday, April 7th, 2025
Customers Want Humans, Businesses Push Automation - Who Wins?
'The 2025 US Contact Center Decision-Makers' Guide' is based on a survey of 192 U.S. organizations and 1,000+ U.S. customers. This is the 17th annual edition of the report.
This article looks at three major findings from the report - which is free to download:
- Operational performance is under severe pressure
- The move to digital and automation seems to have stalled
- Live voice is still the gold standard of service.
Operational Performance Is Under Severe Pressure
The following chart shows historical figures for average speed to answer and call abandonment rate...