2012 and Call center experience - Customer Contact Central

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2012

Call center experience

Contact Center Trends 2021: The CX Watershed

Fonolo

NOVEMBER 17, 2020

Seven hundred twenty-two million smartphones were shipped in 2012, bringing the worldwide installed base to 1 billion. Smartphones’ potential to improve the call center experience, combined with their widespread adoption, resulted in a flurry of mobile customer service product releases in 2012: Mobile Call-Back by Fonolo.

Contact Center

Contact Center Gamification Call Center Average Handle Time

« The COVID-19 pandemic has put to the fore the importance of the contact center », Carlo Costanzia

VocalCom

JUNE 16, 2020

One of the key takeaways of 2020 CallMiner Churn survey is that contact center performance drives both loyalty and churn, with 90% of consumers saying they are likely to stay loyal after a positive call center experience, while nearly three quarters (73.7%) were likely to switch after a negative call center experience.

Contact Center

Contact Center Cloud contact contact center solutions Call center experience

Contact Center Trends 2021: The CX Watershed

« The COVID-19 pandemic has put to the fore the importance of the contact center », Carlo Costanzia

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