Fonolo

NOVEMBER 17, 2020

Voice is still the dominant channel in the contact center and will remain so for many years. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

aircall

JANUARY 24, 2022

According to the 2017 American Express Customer Service Barometer , 81% of Americans said that businesses were at least meeting, if not exceeding their expectations for customer service, which is nearly 8 of 10. This percentage compares with only 67% in 2014. Customer service covers an array of services including: .

Call Center 126

Call Center Best practices call center software CRM 126

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.”

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Fonolo

FEBRUARY 7, 2013

And the worst of it is, consumers are getting more and more impatient on calls. More than 80% of customers say the experience a company provides is as important as its products. A 2014 AMEX survey found that the maximum amount of time customers are willing to wait is 13 minutes. Create better self-service options.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62