CCNG

OCTOBER 19, 2022

Bain, 2014) 54% shared bad experiences with more than five people and 33% shared good experiences with more than five people. Zendesk, 2013) 89% of consumers began doing business with a competitor following a poor customer experience. Oracle, 2011) Customers who had a very good experience are 3.5x

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Global Response

FEBRUARY 17, 2025

Improving Customer Experience (CX): By regularly leveraging VoC insights, businesses can identify common customer issues, address them proactively, and create a better, more responsive customer experience that encourages loyalty. Look at your data to predict trends. Do certain issues only arise at peak seasons?

Call Center 62

Call Center outsourcing First call resolution Best practices 62

Fonolo

NOVEMBER 17, 2020

While 89% of contact centers measure the quality of voice, only 50% measure performance on digital channels, down from 61% last year. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. Source: The Contact Center Satisfaction Index Mid-Year 2013.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176