In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers.

Despite a full staff of agents, only 10% of customers believe that experiences have significantly improved over the past year, making productivity a non-negotiable metric for success.

To empower agents to do more with less, this report highlights the leading pain points that prevent efficiency and establish a framework for maximizing productivity in the contact center.

Included in this report:

• Maximizing productivity in the contact center for improving customer experiences
• How to improve and meet customer expectations during moments of economic downturn
• Keeping both customers and employees satisfied in the long term