Contact centers are big business. Consulting firm A.T. Kearney estimates the global contact center market to be more than $320 billion, 18% of which is composed of outsourced services. Global Industry Analysts project the global industry to reach over $400 billion by 2020. In the U.S. alone, contact centers are responsible for 3.4 million combined in-house and outsourced jobs.

But things are changing quickly. Defining the contact center market is becoming increasingly challenging. Digital advances and developments in artificial intelligence are broadening the role of contact centers in providing customer service, and blurring the lines between digital channels, service automation, and live person interaction.

The CFI Group Contact Center Satisfaction Index (CCSI) 2018 is a measure of how well contact centers are delivering service to customers. The CCSI measure shows a slight improvement in customer satisfaction from 2017. This report, based on a panel of 1,557 customers who recently contacted customer service, looks at the importance of measuring satisfaction across three primary channels:

1. DIGITAL PROPERTIES
   Customers Expect Online Self-Serve Tools


2. AUTOMATED INTERACTIONS
   Virtual Agent Technology is not the Solution—yet


3. PROFESSIONAL AGENTS
   Live Agents Still Drive Customer Satisfaction

To effectively measure contact center satisfaction, companies must look across these three channels to manage the entire customer service journey.

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