Research participants of our Customer Experience MetriCast 2022 research study provide data on beforeand-after changes in business metrics (revenue, costs, customer ratings, and agent efficiency) resulting from the use of contact center platforms.
In the first sub-column of each section in Figure 2 below, we show how many participants said contact center platforms improved the metric, made it worse, or resulted in no change. The second sub-column shows the percentage improvement or degradation for each metric. We calculate the overall mean for each metric using all figures—even 0% for those with no change—noted in the purple row below. Research participants with at least half of their metrics greater than or equal to the overall mean are placed in the success group.