Fonolo

NOVEMBER 17, 2020

Bill Quiseng CX Expert, Speaker & Consultant. 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.

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Taylor Reach Group

JUNE 20, 2017

Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. 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. Memphis. .

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Global Response

MARCH 18, 2022

” The fact is… According to a research study by Nemertes Research , omnichannel contact center usage increased from 8% in 2016 to 31% in 2019. Connect with a consultant at Global Response to get started. . While this may sound all well and good, you may be wondering, “does my business actually need an omnichannel contact center?”

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