CCNG

OCTOBER 19, 2022

Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Fonolo

DECEMBER 5, 2017

There is no call center standard for occupancy rates, but many try to keep this metric between 70% and 80% to maintain a healthy balance. However, what happens when catastrophe strikes and your call center experiences higher than normal call volume, coupled with increased handle time?

Customer Service 75

Customer Service Management Call Center Morale 75

TRUSTID

FEBRUARY 22, 2018

This year, 2018, is the year the world will start shifting away from authentication methods currently used in business… Eliminating passwords combined with the power to produce strong authentication presents an ideal opportunity for IT vendors, which have traditionally owned the initial authentication process.”.

Contact Center 57

Contact Center Banking Call Center Enterprise 57

Fonolo

JANUARY 23, 2018

The call center experience is under great scrutiny from today’s consumers. Replacing hold-time with a call-back is truly a “win-win”: Your callers get a more pleasant experience and the call center gets a more efficient operation. Webinar] 3 Critical Contact Center Trends to Watch in 2018.

Call Center 141

Call Center Abandon rate Contact Center outsourcing 141

aircall

JANUARY 24, 2022

Forbes reports that companies lost up to $75 billion in 2018 because of poor customer service. Willingness to escalate difficult calls. It’s always nice to hire call center agents that have call center experience, but it’s sometimes better to train the right people. Being coachable. Persuasiveness.

Call Center 126

Call Center Best practices call center software CRM 126

TRUSTID

FEBRUARY 22, 2018

This year, 2018, is the year the world will start shifting away from authentication methods currently used in business… Eliminating passwords combined with the power to produce strong authentication presents an ideal opportunity for IT vendors, which have traditionally owned the initial authentication process.”.

Contact Center 48

Contact Center Banking Call Center Enterprise 48

Fonolo

NOVEMBER 17, 2020

Snow of Ventana writes , “90 percent or more of most contact center’s operating budget is allocated to keep existing processes and systems running,” rather than improving agent support bolstering contact center resources. Contact Center Trends 2018. Here are trends for 2018 that are sure to shake up the industry.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176