CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.” more likely to buy again, 5.6x

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Fonolo

NOVEMBER 17, 2020

Voice is still the dominant channel in the contact center and will remain so for many years. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

aircall

JANUARY 24, 2022

In terms of revenue, good customer service counts for a lot. Forbes reports that companies lost up to $75 billion in 2018 because of poor customer service. Willingness to escalate difficult calls. It’s always nice to hire call center agents that have call center experience, but it’s sometimes better to train the right people.

Call Center 126

Call Center Best practices call center software CRM 126

aircall

JANUARY 27, 2021

According to a Gartner report , over one-third of customer service representatives will be working at home by the year 2023. That’s a huge increase if you consider that only 5% of customer service employees were working at home in 2017. How to Onboard Your Virtual Call Center Agents.

virtual call center 62

virtual call center Call Center call center software voip 62