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call center professionals virtual call center Customer Care Abandon rate Gamification Big data First call resolution Average Handle Time Self service Cloud contact More Related Topics >
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Contact Center Trends 2021: The CX Watershed

Fonolo

NOVEMBER 17, 2020

Whether it’s handling and routing necessary inquiries through self-service tools and chatbots or using AI to improve reporting and predictive modeling, AI will be essential in delivering excellent customer experiences in the future. 2015: 18% of contact center seats will be delivered by cloud-based infrastructure.

Contact Center 176
Contact Center Gamification Call Center Average Handle Time 176
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100+ Customer Experience Stats to Prepare for 2023

CCNG

OCTOBER 19, 2022

Bain, 2014) 54% shared bad experiences with more than five people and 33% shared good experiences with more than five people. Zendesk, 2013) 89% of consumers began doing business with a competitor following a poor customer experience. Oracle, 2011) Customers who had a very good experience are 3.5x

Customer Experience 195
Customer Experience Journey mapping Metrics Surveys 195
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