2005 2015 Consulting Wait times 
TechSee
DECEMBER 5, 2017
According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Within a couple of months, we reduced our support overheard by 80% while significantly improving our agents’ response time. ” 2. Coveo.
Comm100
AUGUST 23, 2018
Amazon Prime began to pick up members as early as 2005 with the attractive offer of free two-day shipping on eligible purchases within the United States. In 2015, Amazon began offering free one-day shipping in 14 metropolitan areas in the U.S. This reduces wait time and empowers agents to become specialized in more advanced queries.
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