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Answering services industry standards Abandon rate Virtual Agent Cloud contact Consulting Service level Wait times Benchmark Interactive Voice Response More Related Topics >
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5 Banking Customer Experience Predictions for 2020

CSM Magazine

DECEMBER 17, 2019

John Ing, Principal Operations Lead for CX at ECS shares his CX Predictions for the banking industry in 2020. To boost customer experience, in 2020 we will see banks starting to offer more contact options, not fewer. In 2020 cloud and AI contact centre deployments will accelerate. Voice will become more important, not less.

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Banking Customer Experience Abandon Call Virtual Agent 85
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Why an 80/20 Service Level is Wrong for Your Call Center

Fonolo

JUNE 9, 2014

Handpicked related content: 4 Metrics Your Call Center Needs to Track in 2020. Let’s say your call center successfully met your 80/20 target all day, so you know that 80% of the calls were answered in less than 20 seconds — really that tells you very little about what went on that day: You still don’t know anything… Click To Tweet.

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Service level Call Center Abandon rate Metrics 96
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