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Looking for resources on industry benchmarking for Case Deflection and Escalation
I am currently interning in the Value Consulting department at Coveo, and conducting a project on industry benchmark across Support Services.
I am on the hunt for data on support metrics (like case deflection, case escalation etc.) by industry, say finance or healthcare. Most of the resources we have been able to locate are industry-agnostic.
Would love any pointers where I could find anything!!