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Contact Center Industry Stats – Contact Center Channels

Taylor Reach Group

Previously, we discussed statistics related to the organization and customer journey mapping. Contact Center professionals view improved FCR as the greatest benefit of interaction analytics, with 43.9% Use of help or FAQs on a company’s website increased from 67% in 2012 to 81% in 2015 among US online adults. of the vote.

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Contact Center Technologies 2017: find out what 23 experts say

RichCall

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016.