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.” – Nicolina Savelli, 7 Tips for Success from Experienced CallCenter Professionals , Fonolo; Twitter: @fonolo. “A 2014 survey suggested that 69% of customers feel that their callcenterexperience improves when the customer service agent doesn’t sound as though they are reading from a script.
Change is coming, and the proof is in the numbers: 2013: 6 out of 10 contact centers had plans for cloud-based deployments. 2015: 18% of contact center seats will be delivered by cloud-based infrastructure. (Up Tracking KPIs and other metrics to improve callcenter performance continues to be necessary. Up from just 2.2%
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