The US Contact Center Decision-Makers’ Guide

“The 2025 US Contact Center Decision-Makers’ Guide” is based on surveys with 192 US organizations and 1,000+ interviews with US consumers. 

The report is the most detailed and accurate study of every element of the US contact center industry.

Providing the most up-to-date and extensive view of the issues facing the US contact center industry, this research provides key data and identifies methods for improvement and helps customer-facing businesses be aware of what’s around the corner.

Findings are split by contact center size and vertical market to help readers understand how they compare to businesses like theirs, and the use of 17 years’ of historical data gives perspective to long-term changes in the industry.

A few of the key findings include:

• The average cost of an inbound call is $7.16 – 18% more than email and 42% more than a web chat

• At 99 seconds, average speed to answer is double the pre-pandemic average

• 39% of web chats use some form of automation, compared to 15% in 2019

• US contact centers spend $12bn per year checking callers’ security details

• 55% of contact centers put AI as a top investment priority.

Free to download.