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. Consumers want a place to give quick feedback, vent, and interact with their favorite brands. According to recent surveys, 18% of call centers moved to a cloud-based solution by the end of 2015.
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