2022 Benchmark Report: Automation in the Contact Center

Findings from the 2022 Benchmark Report indicate that rising costs, hiring shortages, and call volume spikes are the top challenges for contact center leaders – and almost all are deploying automation to overcome them

Automation is the ability to resolve customer support issues across voice, text, and web channels with natural-sounding, machine-driven conversations that understand complex customer requests. 

Download the full Demand Metric report to explore key automation trends from more than 300 surveyed contact center leaders at US-based middle market and enterprise organizations, including:

• Top challenges and priorities for contact center leaders
• How leaders are investing in or planning to invest in automation by channel
• How leaders predict automation will impact the future of customer service
• How leaders are overcoming barriers to adopting contact center automation