ContactBabel report

The US Contact Center Decision-Makers’ Guide 2023

The “2023 US Contact Center Decision-Makers’ Guide (15th edition)” is a major annual report studying the CX strategy, performance, operations and technology aspects of US organizations.

Taking a random sample of the industry, a detailed structured questionnaire was answered by over 200 contact center managers and directors and interviews were conducted with 1,000+ consumers between September and November 2022. Analysis of the results was carried out in December 2022 – The result is the 15th edition of the largest and most comprehensive study of all aspects of the US contact center industry. 

With findings broken down by contact center size and vertical market, referencing third-party white papers, case studies and thought leadership pieces, the guide delivers insights and analysis to help your organization stay competitive and ahead of the trends in today’s CX market.

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A few key findings include:

  • The average cost of an inbound call is $6.55 – 10% more than email and 11% more than a web chat 
  • 40% of web chats use some form of automation, compared to 15% in 2019 
  • 69% of US contact center agents are expected to be remote or hybrid working in 2023
  • Contact centers state that AI is their no.1 investment priority in 2023-24