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And the worst of it is, consumers are getting more and more impatient on calls. A 2014 AMEX survey found that the maximum amount of time customers are willing to wait is 13 minutes. Popular related content: 4 Metrics Your Call Center Needs to Track in 2020. Use call-backs and virtual queuing. More on that shortly.
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. Call Centers Will Change in 2020. Call-back technology is finally getting the mainstream acceptance it deserves.
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