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call center professionals Call center experience contact center workforce Cloud contact virtual call center Abandon rate Gamification Big data call center software Average Handle Time More Related Topics >
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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. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. Call Center Trends 2015. Social Media ? a Not-So-Secret Weapon.

Contact Center 176
Contact Center Gamification Call Center Average Handle Time 176
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6 Numbers To Keep In Mind For A Successful Contact Center

airespring

FEBRUARY 29, 2016

Below are a range of statistics from a benchmark report by Dimension Data, showcasing the numbers that defined the contact center industry in 2015. Those centers that do not keep track of things such as call efficiency, FCR (first call resolution), and email response rates are not even close to operating at optimal efficiency.

Contact Center 74
Contact Center First call resolution Contact center software Benchmark 74
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