New report explores how contact center leaders are navigating shifting budgets, AI technology, efficiency pressures, and more.

St. Louis, MO – Balto’s Conversation Excellence Lab has released a new report detailing how contact centers are improving efficiencies with shifting budgets and resources. 

The report,  “2023 Contact Center Report: How Contact Center Leaders Are Improving Efficiency and Doing More With ‘Less’,” is based on a survey of over 400 contact center managers, directors, and executives to discover how they’re planning to do more with “less” in the coming year. 

With economic conditions pressing executives to find areas to save costs and operate more efficiently, contact centers are working quickly to meet customer and prospect expectations that necessitate high-quality agent interactions. This report shows that even when faced with increasing pressure from the previous year, budgets are mostly staying put. 

The report also details:

  • Where technology is being used as a deflection tool against economic uncertainty.
  • Which industries are feeling the most pressure over previous years, and which metrics are contributing to perceived pressure. 
  • A growing landscape for AI technology, including how and why contact center leaders are investing in AI tools to brace for change.

“Amidst economic uncertainty and the landscape of layoffs, we wanted to understand how contact center leaders were faring. What are they worried about? How are their contact centers maintaining high performance levels? Efficiency seems to be the word of the year — leaders are feeling significant pressure to create greater outputs out of the same, or fewer, inputs. And technology, we found in this report, is a way to do just that.” – Lior Torenberg, Director of Research Content 

The report is available from the Conversation Excellence Lab for free. The Lab will also host a webinar to discuss the findings on May 31 at 1:00 P.M. CT. Registration for the webinar is available here.

The report is the latest in a series of industry-leading insights from Balto, the #1 real-time guidance platform for contact centers.

About the Conversation Excellence Lab

The Conversation Excellence Lab is Balto’s hub for academic-level research. The Lab creates thought-leading content with the support of research teams and in-house data. All reports are published online and available for free. Readers can get reports sent directly to their inbox by subscribing to the Conversation Excellence Lab’s newsletter.

About Balto

Balto unites agents with AI to enable better conversations that deliver results. Top-performing contact centers trust Balto’s real-time guidance enterprise solution to enable happier customers, increased revenue, and perfect conversations on every call. Today, Balto has guided over 200 million calls, provided over 430 million real-time recommendations, and driven millions in increased revenue.