Fonolo

OCTOBER 18, 2017

The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. 78% plan to prioritize web self-service investments over the next two years; 72% say the same for mobile and IVR. Understanding Industry Benchmarks.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Taylor Reach Group

JUNE 11, 2018

Previously, we discussed statistics related to the organization and customer journey mapping. Frustrations in the Voice Channel: . 34% of consumers say the most frustrating aspect of a customer service experience is, “Automated Telephone System (IVR)/inability to reach a live person for customer support.” Forrester).

Contact Center 50

Contact Center Self service Scripts Call Center 50

COPC

MAY 16, 2018

This information can be found in a variety of ways, including benchmarking competitors, consumer research, customer surveys and focus groups. This can be done by plotting customer satisfaction and dissatisfaction scores in a CX Matrix as well as by exploring the current customer experience through customer journey mapping.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42