Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. To keep engagement up, feedback should be focused on coaching rather than micromanaging.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Call Center Trends 2017. Call Centers Will Change in 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

JustCall

NOVEMBER 24, 2022

According to Microsoft’s 2017 Global State of Multi-Channel Customer Service report, 97% of consumers say customer service quality assurance is critical to maintaining loyalty. This is the latest benchmark for evaluating quality assurance of call centers. Social media overflow. Productivity and development.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

SharpenCX

MARCH 5, 2020

Average handle time decreases because agents don’t waste time searching for information. Then, you can coach your agents to what you find. Set benchmarks specific to business objectives. Often times, industry-backed trends serve the interests of those talking about them. Get the ebook.

Best practices 67

Best practices Contact Center Airlines Benchmark 67