CSM Magazine

APRIL 25, 2023

Now in its 20 th year ContactBabel’s 2023 UK Contact Centre DMG highlighted the highest ever average speed to answer and call abandonment rates. This change has been mirrored in the increased number of automated and self-service payment options now available for contact centres, online and remote sales operations.

Interactive Voice Response 52

Interactive Voice Response Abandon rate Self service Chatbots 52

The Northridge Group

JULY 20, 2023

Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! The Northridge Group needs the contact information you provide to us to contact you about our products and services. On the other hand, a drop in abandonment rates is indicative of contact center efficiency and productivity.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

Lumoa

SEPTEMBER 30, 2022

Let’s take a look at the trends that will shape the customer journey in banking in 2023 and beyond. Modern consumers are also extremely self-sufficient. So much so, that 4 out of 5 customers expect to see more self-service options from financial institutions. Future Trends for Customer Experience in Banking in 2023.

Banking 94

Banking Customer Experience Big data Chatbots 94

JustCall

MARCH 7, 2023

Call abandonment rate (average): It is common in contact centers to experience callers dropping off before an agent can be connected. Self-Service Analytics Contrary to popular belief, self-service is becoming more popular amongst customers with straightforward queries that don’t need an agent’s presence.

Contact Center 52

Contact Center Analytics Average Handle Time Call Center 52

Hodusoft

OCTOBER 19, 2023

from 2023 to 2028. However, as the demand for exceptional customer service continues to rise, the operating costs associated with BPO contact centers are also rising greatly. Self-Service Options : Self-service options in call routing optimization are another effective way to enhance contact center efficiency.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Global Response

DECEMBER 21, 2023

All of this contributes to why the customer service outsourcing industry is growing rapidly. According to 2023 research, the BPO and customer service outsourcing market size is anticipated to reach $525 billion dollars in worth, expanding at a CAGR of 9.4% from 2023 to 2030.

outsourcing 62

outsourcing Customer Service Metrics Best practices 62

Hodusoft

JANUARY 17, 2024

billion in 2023 to USD 111.37 billion by 2033, growing at a compounded annual growth rate of 14.7%. In that, they get several self-service and various other options. As per estimates by Mordor Intelligence , the global UCaaS market size is expected to increase from USD 35.56

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52