Fonolo

NOVEMBER 17, 2020

Historic Call Center & Customer Experience Trends. As a mark of that watershed, we thought it would be interesting to look back over the call center trends of the last decade, so you can see how the story unfolds. More than 80% of customers now say the experience a company provides is as important as its products. .

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

FEBRUARY 14, 2019

Call centers have become notorious for possessing one of the highest employee attrition rates of any industry. According to Talkdesk , call centers have a turnover rate ranging from 30 to 45 percent. This is a staggering number, given that the average employee turnover rate in 2015 for all industries in the United States was 16.7

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

Tenfold - Contact Center Blog

JULY 9, 2018

Being in the frontlines, they brave through the challenges that come with delivering great customer experience on a daily basis. According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. This is then divided by the total number of calls.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78