2014 Contact Center Journey mapping Virtual Agent 
ProProfs Blog
JUNE 14, 2019
46% of decision-makers in global contact centers expect their business to grow 5-10% in the next year, while 14% project a massive growth of more than 10%. 34% of companies are implementing “customer journey mapping” into their customer service. Latest Customer Experience Trends. Forrester. Microsoft. American Express.
Comm100
FEBRUARY 16, 2018
That is why reducing customer effort was voted the number one priority for contact centers in 2018. This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018.
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