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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: 

  • 47% of respondents report employee retention as a top challenge
  • 33% have had all agents return to the office full-time
  • 94% agree that AI can enhance customer self-service
  • 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. 

Explore the data and get our recommendations for your business.

Report Five9 Customer Service Index 2022