CCNG

OCTOBER 19, 2022

(Temkin, 2018) After a bad experience, 22% cut their spending with the company and 19% stopped their relationships with the company completely. Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Customer centricity is not just about offering great customer service, it means offering a great experience from the awareness stage, through the purchasing process and finally through the post-purchase process. When listening to the voice of the customer, remember to include and share the positive feedback.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Fonolo

FEBRUARY 7, 2013

UPDATED: January 2020. The best way for a call center to stand out as a leader is through the customer experience. It’s no surprise that an exceptional experience leads to more satisfied consumers, who continue to spend more money. This is a major challenge for contact centers in 2020. Really smart.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62