2026 Average Handle Time Connections Technology 
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.
Playvox
APRIL 4, 2023
In service centers, the source of managers’ lack of connection with agents often stems from a lack of training. Automation has the added benefit of creating more time for personal engagement during feedback sessions. It’s also important to understand the best way to coach each team member. But a new problem is emerging.
Expert insights. Personalized for you.
52 
Let's personalize your content