Talkdesk：2024年全球联络中心关键绩效指标(KPI)基准报告（英文版）（29页）.pdf

1、TALKDESK REPORT2024 Talkdesk global contact center KPI benchmarking reportForewordNEVILLE LETZERICHChief Marketing OfficerTalkdeskWhile some organizations may be reticent to adopt AI due to trust gaps and uncertain guardrails or controls,early generative AI adopters report higher agent productivity,

2、improved deflection to self-service,and increased customer scores.The demand for AI only continues to climb.With this demand,there will be new ways of measuring the metrics of AI in the future,but for now,benchmarking traditional contact center KPIs and operational improvements remains highly valuab

3、le and requested by contact centers worldwide.Following the introduction of AI solutions,were seeing contact centers use these traditional KPIs as early indicators for improvements in agent performance,customer drop-off rates,and more.Are decision-makers more likely to embrace the value of data as w

4、e are able to make better use of it with Long before the introduction of AI,advances in technology had already sparked a shift in the traditional contact center model.Rather than a pure cost center,contact center agents established themselves as a bridge between a brand and its customers,transformin

5、g it into a profit center.This tie has grown stronger as more brand interactions take place entirely between consumers and agents.The addition of more self-service options and channels gives customers increased access to brands,and agents must be able to handle all interactions,regardless of the cha

6、nnel in which customers are engaging.Following years of AI innovation from forward-thinking CX vendors like Talkdesk,the introduction of generative AI to the CX industry didnt just accelerate the demandit changed everythingincluding how customers can interact with brands.generative AI?Is your contac