TECH SUPPLIER Feb 2020 - IDC Survey Spotlight - Doc # US46095720

Increases in Volume and Complexity of Interactions Drive Increased Agent Requirements

By: Mary WardleyProgram Vice President, Loyalty and Customer Care


This IDC Survey Spotlight describes the anticipated agent staffing and interaction trends that contact center and customer service organizations will experience in the next year and the impact on those functions. IDC's Global Contact Center Metric Survey was conducted in February 2020 and surveyed 400 contact center leaders in North America, EMEA, and Asia/Pacific. The overall survey was used to benchmark contact center work streams and transition to cloud-based solutions, statistics, agent volumes, channels, and anticipated changes for in-house and outsourced contact centers by industry. This survey is a refresh of a survey conducted in February 2018 and will be used for comparative results in upcoming documents.


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