2004 Call Center Customer Service Interactive Voice Response 
Fonolo
OCTOBER 29, 2019
They report a 62% increase in service call duration since 2004. The net impact of self-service is to take simpler transactions off the plate of the call center agent. An increase in average call duration is the best, objective indicator of aggregate improvement in self-service. See chart below.
SmartAction
DECEMBER 15, 2021
The decline continued but stabilized around 2004 until the Great Recession of 2008 hit, which severely affected the labor participation rate. Since the beginning of the pandemic, the demand has surged for phone support leaving many customers frustrated with hold times. A live agent deals with anything handled outside of self-service.
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Fonolo
OCTOBER 29, 2019
They report a 62% increase in service call duration since 2004. The net impact of self-service is to take simpler transactions off the plate of the call center agent. An increase in average call duration is the best, objective indicator of aggregate improvement in self-service. See chart below.
Babelforce
AUGUST 12, 2021
Conversational AI is a buzzword in the customer service and contact center industry. The tech promises to transform the way contact centers work. You’ll be able to serve more customers faster and at a lower cost. But how many contact centers are able to make full use of it? . Conversational IVR.
Customer Relationship Metrics
JULY 26, 2017
This results in higher profits, lower costs, higher customer retention and referrals. Pierce, O’Driscoll, Coghlan, 2004). When an employee fails or performs poorly, call center managers typically do not blame themselves or the system. Too many contact centers stick to standard metrics. Expectation Setting.
Aspect
OCTOBER 25, 2017
Blockbuster, who at its peak in 2004, had more than 9,000 stores in the U.S., Your call center may be getting by on management alone today, but in order to stay competitive long-term, you have to execute your vision for a better customer experience with a digital transformation. No worries, we’ve got you covered!
CSM Magazine
DECEMBER 12, 2019
With card fraud and identify theft continuing to hit the headlines, Jason Roos, CEO of Cirrus , discusses how call centers can navigate the options to ensure both PCI DSS compliance and the best possible customer experience. Not holding on to data reduces the risk that customers will be affected by fraud.
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