Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5

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Customer Service virtual call center Self service Analytics 104

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.

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Contact Center Gamification Call Center Average Handle Time 176

Callminer

DECEMBER 17, 2019

.” – Thomas Dichter, Call Centers Return To The U.S. Call center turnover may be trending down overall. “In 2016, outsourcing contact centers had a mean turnover rate of 73%, in 2017 it was reported the turnover was only 49%.” Customer experience can make or break your business.

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Insite Managed Solutions

MAY 23, 2013

Customer Experience Design: Driven by economic pressures and commoditized services, call centers are using the customer experience landscape to differentiate themselves. Controlling Weather Events is Difficult… But You Can Control Your Service Levels. 2017-11-22T14:53:16+00:00.

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aircall

JANUARY 27, 2021

With so many people needing to work remotely, you may be wondering how to start a virtual call center , and if so, how to do it right. Many companies are following the trend by switching their on-site call center to a totally virtual call center. What Is a Virtual Call Center?

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aircall

NOVEMBER 17, 2016

In 2017, customer service trends will continue to drive success. Customer service is the new marketing, don’t you know? Some customer service trends will fall by the wayside, others will be increasingly decisive. It’s a delicate line to toe between quantity of channels and quality of service.

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