Serenova
JUNE 24, 2020
The use of omnichannel contact centers has increased from 8% in 2016 to 31% in 2019, according to Nemertes Research’s 2019-20 Intelligent Customer Engagement research study of 518 organizations. Integration must happen at the time a channel is launched— not after—for optimal omnichannel customer service interactions.
Serenova
JUNE 24, 2020
The use of omnichannel contact centers has increased from 8% in 2016 to 31% in 2019, according to Nemertes Research’s 2019-20 Intelligent Customer Engagement research study of 518 organizations. Integration must happen at the time a channel is launched— not after—for optimal omnichannel customer service interactions.
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Serenova
JUNE 24, 2020
The use of omnichannel contact centers has increased from 8% in 2016 to 31% in 2019, according to Nemertes Research’s 2019-20 Intelligent Customer Engagement research study of 518 organizations. Integration must happen at the time a channel is launched— not after—for optimal omnichannel customer service interactions.
Fonolo
FEBRUARY 13, 2019
Little research has yet been carried out into the expectations of customers around web chat service levels …” For web-based chat, the average wait times are less than 10 seconds for 17% of respondents, and less than 30 seconds for a further 42%. of in 2016; 26.4% in 2017; and are expected to reach 49% in 2022.
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