Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. To get a resolution for their problems, 79% of customers complained to the company at fault, an increase from 72% in 2020.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Hodusoft

OCTOBER 22, 2021

Furthermore, allowing competent agents the freedom to retort differently and find creative ways to resolve issues can boost their morale, work engagement, and productivity. A study by Gartner also indicates that by 2020, more than 50% of companies will refocus their attention on improving customer experiences. Engage agents.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Agents need to feel heard to keep morale and engagement high. Exploring Customer Care in the Subscription Economy.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

Playvox

JANUARY 13, 2022

The shift to the cloud only seemed to accelerate when the pandemic sent many workers home in the spring of 2020. billion in 2020. This leads to improved employee morale and greater productivity – two benchmarks I bet most companies want to achieve in 2022 and every year!

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Agents need to feel heard to keep morale and engagement high. Exploring Customer Care in the Subscription Economy.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

Enghouse Interactive

JULY 29, 2021

of business executives (2020 NTT/DiData Customer Experience Benchmarking Study), see the customer experience that their organizations provide as a key differentiator and the number one indicator of their overall strategic leadership. All this while new regulations and obligations rapidly accelerate business process change.

Scripts 98

Scripts Contact Center Benchmark CRM 98

Fonolo

SEPTEMBER 27, 2016

Handpicked related content: Top Contact Center Trends in 2020. They drive morale, they make agents better by coaching and as we all know, they are the most important factor in whether an agent stays or leaves. Back in 2016, we asked some of them this question: “ How do you meet (or exceed) the KPIs set for your contact center?”

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98