Customer satisfaction with North American contact centres decreased 25% compared to last year, according to Dimension Data in New York. The firm's ninth-annual Global Contact Center Benchmarking Report also says the average hold time jumped from 37 seconds to 64. As well, there's a 24% annual turnover among operators – a 14% increase over last year – and just 53% of contact centres employ basic computer-telephony integration (CTI) technology.

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