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Before 2005, the vast majority of contact center software was On-Premise based and highly fragmented. She is a long-time CCNG member, Town Hall facilitator, and blog contributor. Contact Center solutions have evolved significantly over the last two decades.
Bain, 2005) 87% of marketers say they are delivering engaging customer experiences. London School of Economics, 2005) Customer Effort Score Is CES worth your attention? Forrester, 2022) 80% of CEOs believe they deliver superior customer experience. Only 8% of their customers agreed. Acquia, 2019) 78.5% Short answer: YES!
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