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