Parts Contact Centers often provide the first indication that something has gone wrong elsewhere in the organization. High back orders? The contact center gets overwhelmed. A large campaign?  The contact center again gets impacted. With the last numbers-driven benchmark on this topic conducted nearly ten years ago, a refresh of this benchmark is well overdue. Useful information collected for this session includes contact center metrics on contact volume and contacts per agent as well as basic process information. This setting will not allow for a truly comprehensive benchmark, but it will set the groundwork for a good discussion on what OEMs currently do in this space. Additionally, the discussion can identify leading trends and best practices. The session will also ideally cover: 

• Process differences between OEMs when handling parts questions 
• Tools and systems in place to improve efficiency (such as AI, chat bots, etc.) 
• Uses of data to fill the learning management system to decrease future volumes 
• Uses of the contact center to identify and solve organization-wide process challenges