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Contact Center Trends 2021: The CX Watershed

Fonolo

The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. While 89% of contact centers measure the quality of voice, only 50% measure performance on digital channels, down from 61% last year. 2) The Cloud Will Reign Supreme. Call Center Trends 2015.

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6 Numbers To Keep In Mind For A Successful Contact Center

airespring

Below are a range of statistics from a benchmark report by Dimension Data, showcasing the numbers that defined the contact center industry in 2015. With 2016 already under way, use these numbers to measure where you sit on the contact center curve. 40% of contact centers “have no tools to analyze data.”.