2019 Abandon rate First call resolution Wait times 
8x8
DECEMBER 3, 2018
On Black Friday of 2017, though, the company realized that customer call abandonment had spiked—likely due to longer-than-normal wait times. Use customer experience analytics to quickly identify problems such as excessive hold times or transfers, and then drill down to analyze specific customer journeys.
Fonolo
NOVEMBER 17, 2020
Nobody escaped the long lines and endless waiting times. And contact centers were utterly overwhelmed in the floods of anxious customer calls. It is an exciting time for the contact center, and we look forward to seeing how these trends develop in 2020. Contact Center Trends 2019. It’s time to treat them right.
Expert insights. Personalized for you.
54 
Let's personalize your content