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