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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. 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. of contact center traffic.

Contact Center 176
Contact Center Gamification Call Center Average Handle Time 176
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Call Centers Go Mobile to Satisfy Higher Customer Service Expectations

CSM Magazine

JULY 28, 2015

new jobs in the IT / BPO sector by 2016. However as we move into 2016, the consumer is demanding smarter services from legacy call center IVR and live operators. The Philippine’s BPO sector is the fastest growing industry in the country with 900,000 Filipinos employed full time in 2013 providing an estimated 1.3M

Call Center 45
Call Center Customer Service Call flow Abandon rate 45
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