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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. 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.

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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. 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.