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And the worst of it is, consumers are getting more and more impatient on calls. More than 80% of customers say the experience a company provides is as important as its products. A 2014 AMEX survey found that the maximum amount of time customers are willing to wait is 13 minutes. Use call-backs and virtual queuing.
As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and servicelevel will become increasingly favored over metrics like Average Handling Time. CallCenters Will Change in 2020. CallCenter Trends 2014.
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