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Guide/Report/White paper

2022 Self-Service Analysts Study

The Inner Circle Guide to Self-Service by ContactBabel is the definitive analyst study intelligent of automated self-service in the UK. Now in its 4th edition, it covers AI, chatbots, IVR, speech recognition, virtual agents, mobile and social channels and more.  Download your copy of the report with full findings, sponsored by Enghouse Interactive, today.

Self-Service Analysts Study

Contains detailed UK Contact Centre stats, including:

  • Cost per inbound interaction (phone, social media, email, and web chat)
  • Historical average speed to answer and call abandonment rate, 2004 – 2021
  • Historical call duration 2004-21
  • DTMF IVR routing menu levels, by contact centre size
  • The effect of complexity and volume on the use of self-service
  • In-call access to computer-based knowledge sources for agents
  • Average length of a web chat