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

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. self-service. connected customer journeys with 9 channels in most contact centers.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Taylor Reach Group

JUNE 11, 2018

Previously, we discussed statistics related to the organization and customer journey mapping. Phone is the customer service channel used most in the US, more often than email, in-person, live chat, mobile app, self-service, search engine, social media, online community, text message, or Chatbot. 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