Overview & Methodology

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 
• 2020 business wave of contact center 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 center decision-makers in companies with at least 50 employees and at least 25 contact center 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

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