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ContactBabel US Contact Center Vertical Market Report: Retail

This study looks at the structure, growth, technology, HR and commercial issues found in contact centers within the U.S. retail and etail industry.

It contains data from multiple large-scale surveys of hundreds of contact centers and is the definitive study of this vertical market’s customer contact operations. Among the topics addressed:

  • Salaries, agent attrition, agent absence
  • Agent activity, call duration, speed to answer
  • Use of omnichannel
  • Inbound & outbound activity
  • More…

Download it with our compliments to learn how trends and practices in your organization compare to those taking place within retail as a whole.

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