CCNG

OCTOBER 19, 2022

Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business. Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Fonolo

APRIL 17, 2019

Is there anyway to get a call back before I choose to never use you for flights again? Kelsey belsey (@titterkelsey) March 19, 2019. lana (@Lana1995X) March 22, 2019. The long, confusing process of rebooking cancelled flights are not flying with Air Canada customers. — Tim Postma (@timpostma) March 16, 2019. Pls advise.

Airlines 78

Airlines Transportation Contact Center Self service 78

Fonolo

NOVEMBER 17, 2020

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. In 2019, contact center superheroes should watch for the plots, characters, and villains within them. Storyline: Gamification. It’s time to treat them right. As Richard J.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

APRIL 16, 2019

In my opinion, the power of a call-back is highly underestimated. Unfortunately, call-backs are still a relatively rare call center experience. To me, it’s a sign that this company “gets it,” and that I am likely in for a great customer service experience.

Call Center 108

Call Center Contact Center Engineering Construction 108

Serenova

OCTOBER 7, 2020

To overcome the challenges of managing a remote workforce, while maintaining the customer service experience for your customers, you need the right technologies and policies in place to support your teams as they navigate the transition. But that seems to be changing.

Call Center 52

Call Center Contact Center virtual call center At home agents 52