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Why voice self-service is a crucial component of any successful CX and EX strategy


Voice self-service has been an integral part of contact center initiatives for years. Although the reason for using self-service options varies from use case to use case, the majority of us — customers, employees, and enterprise leaders alike — agree it's a convenient service channel.

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Three Highlights from the 2023 Decision Makers’ Guide

CSM Magazine

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.


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Redefining Contact Center Productivity for the Modern Associate

The Northridge Group

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.

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The Future of Customer Experience in Banking in 2023


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.

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Contact Center Analytics And Reporting: What to Measure!


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.

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10 Effective Ways to Reduce Costs in Your BPO Contact Center


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.

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Your Guide to Navigating the World of Customer Service Outsourcing

Global Response

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.