Fonolo

JANUARY 17, 2023

Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. Metrics like first-call resolution and average handle time have historically been used to measure agent success and by extension, customer sentiment. By 2031, the savings could grow to $240 billion.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Hodusoft

MAY 10, 2023

between 2021 and 2026. AHT (Average Handling Time) – AHT is the average amount of time that an agent spends on a call with a customer, including hold time. However, according to a report by IBISWorld, the call center industry is projected to have a compound annual growth rate (CAGR) of 3.3%

Call Center 100

Call Center Abandon Call Interactive Voice Response call center software 100

3CLogic

FEBRUARY 28, 2024

As explained by Gartner “By 2026, more than 80% of enterprises will have used generative artificial intelligence (GenAI) application programming interfaces (APIs) or models, and/or deployed GenAI-enabled applications in production environments, up from less than 5% in 2023”.

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59

Playvox

APRIL 4, 2023

Gartner predicts that by 2026, 75% of customers who contact customer service and support organizations will do it because they’re lonely , not because they need customer service. Recall that according to Gartner, disengaged agents make interactions harder for the customer, which is likely to show up as longer handle times.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

CSM Magazine

NOVEMBER 14, 2023

Leading research and consulting firm Gartner predicts that Conversational AI will reduce contact centre labour costs by $80billion in 2026 and over the same period, one in 10 agent interactions (10%) will be automated, an increase from an estimated 1.6% of interactions today.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

Balto

JANUARY 22, 2024

According to Gartner, we can expect a five-fold increase in agent interaction automation by 2026. For example, if you want to know what your agents’ AHT (Average Handling Time) is in real time, you can just ask “What is the average handling time today?”

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Wikibon predicted that enterprise cloud spending is growing at a 16% compound annual growth (CAGR) run rate between 2016 and 2026. From average handle time, to call resolutions, to customer experience, call center managers have an enormous challenge before them to make continuous improvements.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56