2019 CX Transformation Benchmark Global Findings Contact Center Plans and Metrics

Download PDF


This eBook 2019 CX Transformation Benchmark, Global Findings: Contact Center Plans and Metrics, reports contact center decision maker responses regarding the following:

  • Plans to Move Contact Center Technology to the Cloud
  • Plans to Invest in Channels and Customer Experience (CX) Improvements
  • Expected Need for Resources to Support Agent-assisted Interactions
  • Top Contact Center Goals and Metrics