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ContactBabel Report


The US Contact Center Decision-Makers’ Guide 2023

The "US Contact Center Decision-Makers' Guide (2023 - 15th edition)" is the major annual report studying the performance, operations, technology, and HR aspects of US contact center operations.

PolyAI is the sponsor of The Customer Effort, Engagement & First-Contact Resolution chapter in this year's guide, where you can find out more about:
  • How to significantly reduce professional service fees
  • The top three most important factors to consumers when contacting an organization by phone or digital channel
  • The effectiveness of first-call resolution measurement methods
  • The preferred method for contacting a company, by age range
  • How to earn customer trust through customer-led conversations