The Northridge Group

JULY 20, 2023

In-office work means they can ensure that each employee is being productive, staying on task, and efficiently delivering customer support. Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! But is this really producing more productivity?

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

Altivon

JUNE 13, 2020

Among those challenges was the issue of changing workforce conditions — specifically, the need to use remote working solutions to avoid a disruption in customer support operations. Insight #7: Call abandonment rates are rising. Call abandonment rates are up by about 60% industry-wide.

Abandon rate 52

Abandon rate Contact Center contact center solutions Transportation 52

ViiBE Blog

JANUARY 19, 2022

Companies were clueless about how such massive customer service teams which worked exclusively in offices with fixed desktop systems could work from home. Today, according to Gartner , 76% of customer service and support functions have 80% to 100% of their staff working from home. can pitch in.

Customer Service 52

Customer Service CRM Abandon rate Transportation 52

ViiBE Blog

JANUARY 19, 2022

Companies were clueless about how such massive customer service teams which worked exclusively in offices with fixed desktop systems could work from home. CRM specialists need to be insured with the tools that would assist them in remote customer support in after-sales processes 2.3. can pitch in.

Customer Service 52

Customer Service CRM Abandon rate Transportation 52