SharpenCX
SEPTEMBER 30, 2020
Read Next] How Sharpen Can Use Bots in Your Call Flow for a Better Customer Experience. In fact, 43% of CFOs surveyed by PwC said they’re planning to make remote work a permanent option. hours on their phone–up 20% from 2019. Customers will still feel known. Chatbots can cut pressure on your agents, too.
Balto
SEPTEMBER 7, 2022
Leading industry publication, Contact Center Pipeline , conducts an annual survey of contact center operators and team supervisors to gauge the challenges and priorities highlighted within various verticals throughout the year. Unfortunately, multiple productivity applications running concurrently do little to lessen agent workload.
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Balto
FEBRUARY 6, 2023
We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes. It’s crucial to have direct experience of things like call flows, processes, and winning behavior. In our survey, 46.7% Key word: opportunity.
Hodusoft
JUNE 4, 2021
Why do you need a call center for banking. Banks often earmark 15%-20% of their annual budget to meet the requirements for banking operations, a 2019 survey by McKinsey revealed. Surprisingly, only a fraction of the total budgetary spend is on call center operations, despite providing a steady value in meeting customer’s needs.
Enghouse Interactive
APRIL 28, 2019
As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective. Dimension Data 2019 report.
Enghouse Interactive
MAY 21, 2019
As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.
Babelforce
MARCH 8, 2023
47% of consumer respondents to a 2019 survey said they experience frustration when encountering call center IVR systems. 51% of those surveyed have even abandoned calls rather than navigate an IVR menu. A recent survey found that 87% of consumers expect an immediate response when contacting a company.
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