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Contact Center Trends 2021: The CX Watershed

Fonolo

NOVEMBER 17, 2020

According to this Customer Experience Executive Report , customers place a premium on great experiences, and 63% of them would pay more for a better experience. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. Video Support.

Contact Center 176
Contact Center Gamification Call Center Average Handle Time 176
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5 Ways to Help Customers During a Major System Outage

Talkdesk

AUGUST 23, 2016

Use Call Center Software Features to Reduce Wait Times. When a call center experiences a high volume of calls, the wait times can be painful for customers. Advanced call center software can help eliminate some of this pain by giving customers the option to receive a callback once an agent becomes available.

Abandon rate 40
Abandon rate call center software Wait times Airlines 40
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