Fonolo

NOVEMBER 17, 2020

The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. But the number of companies that scored ‘good’ or ‘excellent’ increased from 18% in 2016 to 38% in 2017 – the highest rating ever. Call Center Trends 2016. Social Media ?

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

ProProfs Blog

MARCH 5, 2019

A figure that stresses the importance of employee engagement and feedback in current times – the Employee Engagement Benchmark study conducted by Tempkin Group in 2016 , found that. Encourage your agents to share how they feel about customers. Customer Experience leaders have 1.5 Your Agents Know Customers Better.

Feedback 88

Feedback Customer Experience Abandon rate Call Logging 88

Taylor Reach Group

JUNE 20, 2017

This can be great when it works, but even as the 2016 Live Chat Benchmark Report states, agents are handling more chats as time continues – what you’re doing is placing a demand on that agent. Chat could be used to reduce abandonment rates and increase conversion rates.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62