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Home Court filings Bofa Ca Unemployment In re: Bank of America California Unemployment Benefits Litigation — S.D. Cal., No. 21-md-02992 Exhibit 172 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-17, S.D. Cal. No. 3:21-md-02992)

Court filing

Exhibit 172 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-17, S.D. Cal. No. 3:21-md-02992)

Filed November 21, 2024 in In re Bank of America California Unemployment Benefits Litigation; one of 1415 filings from this case.

Record facts

CourtU.S. District Court for the Southern District of California
Filed2024-11-21

U.S. District Court for the Southern District of California · No. 3:21-md-02992-GPC-MSB · Doc. 378-17 · 2024-11-21 · Docket on CourtListener

Full text

Exhibit 172 
Case 3:21-md-02992-GPC-MSB     Document 378-17     Filed 11/21/24     PageID.14410 
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The US Contact Center 
Decision-Makers’ Guide 2021
Platinum sponsors
Case 3:21-md-02992-GPC-MSB     Document 378-17     Filed 11/21/24     PageID.14411 
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2 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
“The 2021 US Contact Center Decision-Makers’ Guide (13th edition)” 
© ContactBabel 2021 
Please note that all information is believed correct at the time of publication, but ContactBabel does not 
accept responsibility for any action arising from errors or omissions within the report, links to external 
websites or other third-party content. 
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3 
CONTENTS 
CONTENTS ................................................................................................................................................................ 3 
LIST OF TABLES ......................................................................................................................................................... 6 
INTRODUCTION AND METHODOLOGY ................................................................................................................... 13 
HOW TO USE THE REPORT ......................................................................................................................................... 13 
SEGMENTATIONS .................................................................................................................................................... 14 
VERTICAL MARKETS ................................................................................................................................................. 14 
SIZE BAND ............................................................................................................................................................. 15 
CONTACT CENTER TYPE ............................................................................................................................................. 15 
THE STRUCTURE OF THE DATASETS............................................................................................................................... 15 
DISTRIBUTION AND USE OF THIS REPORT ....................................................................................................................... 18 
SUPPLIER DIRECTORY ............................................................................................................................................. 19 
PANDEMIC-RELATED ISSUES .................................................................................................................................. 34 
IMPROVING QUALITY AND PERFORMANCE ........................................................................................................... 38 
CONTACT CENTER PERFORMANCE ............................................................................................................................... 39 
MULTICHANNEL WORKFORCE MANAGEMENT ............................................................................................................... 47 
HEADSETS ............................................................................................................................................................. 64 
QUALITY MANAGEMENT & CALL RECORDING ................................................................................................................ 73 
INTERACTION ANALYTICS .......................................................................................................................................... 83 
MAXIMIZING EFFICIENCY AND OPTIMIZATION .................................................................................................... 112 
SELF-SERVICE ....................................................................................................................................................... 113 
ROBOTIC PROCESS AUTOMATION AND THE UNIFIED DESKTOP ......................................................................................... 137 
CUSTOMER IDENTITY VERIFICATION & FRAUD REDUCTION .............................................................................................. 152 
PCI COMPLIANCE & CARD FRAUD REDUCTION ............................................................................................................ 171 
QUEUE MANAGEMENT & CALL-BACK ........................................................................................................................ 195 
REMOTE WORKING & THE CONNECTED ENTERPRISE ..................................................................................................... 203 
DIGITAL, CLOUD AND THE CUSTOMER OF THE FUTURE ....................................................................................... 219 
OMNICHANNEL..................................................................................................................................................... 220 
DIGITAL CHANNELS................................................................................................................................................ 238 
MOBILE CUSTOMER CONTACT ................................................................................................................................. 269 
ARTIFICIAL INTELLIGENCE AND MACHINE LEARNING ...................................................................................................... 284 
CLOUD-BASED CONTACT CENTER SOLUTIONS .............................................................................................................. 301 
OUTBOUND, CALL BLENDING AND PROACTIVE CUSTOMER SERVICE .................................................................. 320 
THE CUSTOMER EXPERIENCE ............................................................................................................................... 332 
CUSTOMER EXPERIENCE MEASUREMENT & IMPROVEMENT ............................................................................................ 333 
CUSTOMER EFFORT, ENGAGEMENT & FIRST CONTACT RESOLUTION ................................................................................. 353 
CUSTOMER PERSONALIZATION ................................................................................................................................. 372 
 
 
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4 
HR MANAGEMENT ............................................................................................................................................... 387 
ATTRITION, ABSENCE AND RECRUITMENT ................................................................................................................... 388 
AGENT ENGAGEMENT, EMPOWERMENT AND GAMIFICATION .......................................................................................... 400 
STRATEGIC DIRECTIONS & INVESTMENT.............................................................................................................. 424 
ABOUT CONTACTBABEL ....................................................................................................................................... 438 
 
 
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15 
SIZE BAND 
Almost every survey question is considered from the size aspect, as differences in resources, 
management techniques and technology vary greatly between size bands.  
Contact centers surveyed fit into one of three categories: 
• 
Small - 10 to 50 agent positions 
• 
Medium - 51 to 200 agent positions 
• 
Large - over 200 agent positions. 
 
CONTACT CENTER TYPE 
Whether a contact center is predominantly inbound or outbound can fundamentally determine how the 
contact center is run. Therefore, we sometimes analyze data by contact center type: 
• 
Inbound: at least 75% of activity is inbound 
• 
Outbound: at least 75% of activity is outbound 
• 
Mixed: less than 75% of activity is either inbound or outbound. 
 
THE STRUCTURE OF THE DATASETS 
The data provided by the 214 contact centers interviewed in this study were broken down into discrete 
segments: 
Vertical markets 
• 
Finance – 29 
• 
Insurance – 15 
• 
Manufacturing – 12  
• 
Medical – 28 
• 
Outsourcing – 28 
• 
Public Sector – 19 
• 
Retail & Distribution – 20  
• 
Services – 26 
• 
Technology, Media and Telecoms (TMT) – 24 
• 
Transport & Travel – 11 
• 
None provided / other (not included in vertical market analysis) – 2. 
 
 
Case 3:21-md-02992-GPC-MSB     Document 378-17     Filed 11/21/24     PageID.14415 
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Original
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  1. Exhibit 173 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-18, S.D. Cal. No. 3:21-md-02992)same docket · 2024-11-21
  2. Exhibit 171 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-16, S.D. Cal. No. 3:21-md-02992)same docket · 2024-11-21
  3. Exhibit 174 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-19, S.D. Cal. No. 3:21-md-02992)same docket · 2024-11-21
  4. Exhibit 170 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-15, S.D. Cal. No. 3:21-md-02992)same docket · 2024-11-21
  5. Declaration of Connie K. Chan — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-2, S.D. Cal. No. 3:21-md-02992)same docket · 2024-11-21
  6. Exhibit 169 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-14, S.D. Cal. No. 3:21-md-02992)same docket · 2024-11-21
  7. Exhibit 175 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-20, S.D. Cal. No. 3:21-md-02992)same docket · 2024-11-21
  8. Exhibit 168 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-13, S.D. Cal. No. 3:21-md-02992)same docket · 2024-11-21
  9. Exhibit 176 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-21, S.D. Cal. No. 3:21-md-02992)same case · 2024-11-21
  10. Exhibit 167 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-12, S.D. Cal. No. 3:21-md-02992)same case · 2024-11-21
  11. Exhibit 177 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-22, S.D. Cal. No. 3:21-md-02992)same case · 2024-11-21
  12. Exhibit 166 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-11, S.D. Cal. No. 3:21-md-02992)same case · 2024-11-21
  13. Exhibit 178 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-23, S.D. Cal. No. 3:21-md-02992)same case · 2024-11-21
  14. Exhibit 165 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-10, S.D. Cal. No. 3:21-md-02992)same case · 2024-11-21
  15. Exhibit 179 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-24, S.D. Cal. No. 3:21-md-02992)same case · 2024-11-21
  16. Index of Exhibits — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-1, S.D. Cal. No. 3:21-md-02992)same case · 2024-11-21
  17. Exhibit 180 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-25, S.D. Cal. No. 3:21-md-02992)same docket · 2024-11-21
  18. Reply - Other re 324 Motion to Certify Class filed by Consolidated Plaintiffs — In re BofA Unemployment Litigation (Dkt. 378)same docket · 2024-11-21
  19. Exhibit 181 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-26, S.D. Cal. No. 3:21-md-02992)same docket · 2024-11-21
  20. ORDER Granting in Part Joint Motion to Extend Time re ECF 365 373 .… — Bofa Ca Unemployment (Dkt. 375)same docket · 2024-11-21

Part of: BofA Ca Unemployment · U.S. District Court for the Southern District of California · Pandemic unemployment insurance · Lender and platform litigation · Exhibits and declarations · 2024 · Court filings

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