2018 Accountability Blog Wait times 
aircall
MARCH 16, 2018
Our 2018 customer support strategy survey was sent to 475 industry leaders. Participants were asked to name the one change that would have the largest positive impact on their customer support strategy in 2018… Survey Responses Reveal Trends to Improve Customer Support. Some questions were straightforward. Improved Communication.
aircall
DECEMBER 13, 2018
This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? Data in this report comes from a February 2018 survey of 475 U.S. Which three customer support objectives represent your top priorities for 2018? Methodology.
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NICE inContact
FEBRUARY 21, 2019
In 2018 alone, the company’s 100-120 contact center agents handled over 850,000 phone calls and 350,000 chats. The system often crashed, wait times were long and too much had to be done manually. Wait times, time to answer and agent stress levels are all down.
Talkdesk
JANUARY 12, 2018
However, if your 2018 contact center is treating incoming customer conversations as blank slates, you are ignoring the rich context that could make this call an opportunity to create loyalty. In a legacy contact center, agents are probably just seeing the information that customers entered in IVR: things like account number and type of issue.
Comm100
AUGUST 23, 2018
It’s 2018, and customer expectations are changing faster than ever. Companies that couldn’t deliver are now either history or relics that remind us of another time – think the last Blockbuster. This blog post is not about the top customer service trends to watch out for in 2018. Who is doing this right?
Call Experts
DECEMBER 12, 2019
Consumers can be demanding, and at this time of year, their needs should be at the forefront of every business owner's mind. For too many customers, this also means longer wait times. This helps us forecast our holiday traffic trends and understand which days and weeks will most likely hit peak times in call volume.
Call Experts
DECEMBER 18, 2019
According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. More Blogs Menu. 10 Trends That Will Disrupt Customer Service in 2018. Customer Support and Call Center Conferences 2018. We provide an outstanding experience to your customers.
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