NICE CXone CX Transformation Benchmark (2020), Survey of Global Businesses

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

Methodology:

• 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

First Name

Last Name

Job Title

In which industry do you work?

Company Name

Address

City

State

Postal Code

Country

Phone

How many people are employed by your entire organization?

Company Revenue

Do you have 35-150 call center agents in your company?
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