Five9 Customer Service Index 2022: Business Decision Makers Report
In its sixth year, the Five9 Customer Service Index provides data and insights to help you meet changing customer expectations.
With a focus on shifts in the past two years, key findings include:
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47% of respondents report employee retention as a top challenge
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33% have had all agents return to the office full-time
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94% agree that AI can enhance customer self-service
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65% have increased their focus on metrics for agent productivity and retention
The 2022 study includes participants from seven countries in North America and Europe to identify regional differences.
Five9 Customer Service Index 2022: Business Decision Makers Report
What was acceptable customer service even two years ago is no longer enough. In its sixth year, the Five9 Customer Service Index provides data and insights to help you better meet changing expectations.
Want to know what your customers are saying?
The Five9 Customer Service Index 2021: Consumer Report provides data and insights to help businesses better understand and meet their customer needs and expectations. For the 2021 study, we surveyed more than 2,000 respondents from seven countries to get insight about their perspectives, behavior, and experiences with customer service—and how things have changed, or stayed the same, since the start of the COVID-19 pandemic.
How have consumer behaviors changed in the retail sector?
The Retail and eCommerce Edition focuses on how consumer behavior is changing around online shopping. The study also shows shifts in holiday shopping habits as well as consumer tendencies to share purchase experiences online. The research shows interesting differences across the board based on the location and age of the consumer.