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One of the key takeaways of 2020 CallMiner Churn survey is that contact center performance drives both loyalty and churn, with 90% of consumers saying they are likely to stay loyal after a positive callcenterexperience, while nearly three quarters (73.7%) were likely to switch after a negative callcenterexperience.
Seven hundred twenty-two million smartphones were shipped in 2012, bringing the worldwide installed base to 1 billion. Source: The Contact Center Satisfaction Index Mid-Year 2013. Companies are increasingly trying to obtain a 360-degree view of the customer by blending customer feedback data with their existing CRM systems.
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