“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. Updated Q2 2024.

 

They contain data from multiple large-scale surveys of hundreds of US contact centers carried out since 2010, and are the definitive study of each vertical market’s customer contact operations.

 

Report contents

 

Each report contains detailed information on:

 

  • Market Sizing and Structure
  • Growth
  • The Use and Effect of Omnichannel
  • Inbound & Outbound Activity
  • Technology
  • Salaries
  • Agent Attrition
  • Agent Absence
  • Agent Activity / Talk-time
  • Call Duration
  • Speed to Answer
  • Customer views on CX and performance in selected sectors

 

There are five vertical market reports available:

  • Finance
  • Insurance
  • Outsourcing
  • Public Sector
  • Retail & Distribution

 

To download any or all of the “US Contact Center Vertical Market Series”, as well as many other research reports, please complete the registration form below.

 

If you have already registered, please log in here.

 

After registration / login, you will have access to all of ContactBabel’s end-user research and analysis.

 

Registration

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