76% of contact centers are planning to invest in artificial intelligence in the next two years.

Statistic Info

There’s been a growing use of automation, artificial intelligence, and chatbots to streamline call center operations. Having access to these tools allows employees to answer customers’ questions faster and clearer. Cloud-based tools are not going away and they’re here to help call centers create a better experience for their customers.

Author: Deloitte

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Contact Center Solutions

When callers aren’t transferred, 49% of people feel relieved, 37% feel their business is valued, 34% are more inclined to complete a purchase.

80% of calls answered within 20 seconds represent the global metric for service level in a call center, while the average speed to answer is around 28 seconds.

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53% of consumers say they must repeat their reason for calling to multiple agents

Reducing operating costs and/or boosting productivity is the #1 the top priority for contact center leaders

44% of customers get annoyed, irritated, or angry when on hold for 5-15 minutes

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76% of contact centers are planning to invest in artificial intelligence in the next two years.

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