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One of the key takeaways of 2020 CallMiner Churn survey is that contactcenter performance drives both loyalty and churn, with 90% of consumers saying they are likely to stay loyal after a positive callcenterexperience, while nearly three quarters (73.7%) were likely to switch after a negative callcenterexperience.
According to a Toister Solutions research, one of the top five challenges plaguing callcenter agent performance is how much of agents’ time gets sucked up by low-value work and the lack of context agents have about their customers. Want to know more about the evolution of contactcenters ?
Utilizing CallCenter Dashboards : Real-world Examples Example 1: An Overwhelmed CallCenter : During peak hours, a callcenterexperiences a surge in call volume, resulting in increased wait times and customer dissatisfaction.
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