Contact Center Trends 2021: The CX Watershed
Fonolo
NOVEMBER 17, 2020
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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