This report includes:
• Global and region-specific findings from the 2020 business wave of the research
• Trends for 2020 vs 2019
• Channels that businesses offer along with their own assessment of the quality of the service they provide, across both agent-assisted and self-service channels


Methodology:
• 2020 business wave of contact centre decision makers was fielded April 2020. Trends reported are based on 2019 business wave that was fielded November to December 2018.


• Screening criteria included contact centre decision-makers in companies with at least 50 employees and at least 25 contact centre agent stations
• Total completed surveys: 1,006
– United States: 302 completed surveys
– Canada: 103 completed surveys
– United Kingdom: 301 completed surveys
– Australia: 300 completed surveys