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About This Report
“The US Contact Center Vertical Markets Series” are a group of five reports which look at the structure, growth, technology, HR and commercial issues found in major US contact center sectors.
They contain data from multiple large-scale surveys of hundreds of contact centers carried out since 2010, and are the definitive study of each vertical market’s customer contact operations.
Understand how the US finance sector runs its contact centers, including benchmarking data, investment priorities, digital-first strategy and AI uptake.
Free to download.
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Research Reports
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Company Founded
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Annual Business Surveys
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Reports Downloaded
In this Report
Market Sizing and Structure
• Structure by contact center size
• Growth rates
• The Use and Effect of Omnichannel
• Inbound & Outbound Activity
Technology
- Current use of 12 key contact centre technologies
- Planned use of technology in four years’ time
HR Metrics
• Salaries
• Agent Attrition
• Agent Absence
Operational Benchmarking
• Agent Activity / Talk-time
• Call Duration
• Speed to Answer
