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

Read on to learn how to use VoC insights to forecast contact center demand. Key takeaways VoC Data Utilization: Voice of the Customer (VoC) data captures valuable customer feedback across various channels, offering deeper insights into pain points and service gaps to enhance customer support strategies.

Call Center 62

Call Center outsourcing First call resolution Best practices 62

NobelBiz

OCTOBER 30, 2020

Call center customer service has a strong bearing on customer satisfaction and your business as a whole. So, improving call center customer service becomes necessary in order to make your business stand out. Your call center experience gets more interesting when you know your customer well.

Call Center 52

Call Center Customer Service Scripts Multi-channel support 52

Fonolo

NOVEMBER 17, 2020

Consumers want a place to give quick feedback, vent, and interact with their favorite brands. Responsive social support teams see this trend as an opportunity to create a unified customer experience. Change is coming, and the proof is in the numbers: 2013: 6 out of 10 contact centers had plans for cloud-based deployments.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176