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Report: Automation connected centers increases to 95%

illustration of Call center / contact center

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In accordance with a fresh study by Replicant and Demand Metric, 95% of contact center leaders have either already adopted, are implementing, or intend to use automation next year. This figure shows how contact center automation is transforming a number of industries. The Automation in the Contact Center report also explores the priorities and challenges of todays contact centers, along with the channels being deployed by contact center leaders.

Consumers have become to anticipate seamless and fast customer support, while at exactly the same time contact centers experienced to cope with hiring challenges and unpredictable call volumes. Predicated on surveys conducted by Demand Metric greater than 300 contact center leaders, 77% of respondents said that improving customer support is a priority and 60% stated that addressing workforce issues is really a chief concern.

The report also details budget and investment data surrounding contact center automation.The very best challenges contact center leaders face are high or increasing costs (54%), accompanied by hiring enough agents (49%), agent turnover (39%) and handling call volume spikes (39%).

Indeed, the mix of dwindling customer patience and a shortage of workers has led to an ideal storm of hours-long wait times and employee turnover. But contact centers which have adopted automation are seeing immense value through reduced wait times, improved client satisfaction and happier employees.


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For all those still in the look stages, many want to implement contact center automation soon 80% of study participants say theyre evaluating automation and plan to spend money on it next 12 months. Virtually all contact center leaders (91%) report that automation is really a critical or important priority within the next year.

While new automated customer support tools are actually common, such as for example chatbots, a surprising 87% of study participants indicate that voice interaction remains the channel with the best perceived value.

Focusing on how contact center leaders are giving an answer to automation is crucial as organizations continue steadily to seek a competitive advantage in customer support.

This 2022 Contact Center Automation survey was administered online from June 29th, 2022, until July 7th, 2022. During this time period, 372 responses were collected, and 305 were qualified and complete enough for inclusion in the analysis.

Browse the full report from Replicant.

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