Fonolo

APRIL 24, 2018

Our favorite chart: Customer Service Index Report. They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). When it comes to customer service, the expectations keeps rising. See Is Chat Eating into Phone-Based Customer Service?

Contact Center 99

Contact Center Call Center Self service Surveys 99

Fonolo

APRIL 24, 2018

Our favorite chart: Customer Service Index Report. They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). When it comes to customer service, the expectation keeps rising. See Is Chat Eating into Phone-Based Customer Service?

Contact Center 57

Contact Center Call Center Self service Surveys 57

NICE inContact

NOVEMBER 9, 2018

Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot. Also, learn to listen more carefully by using advanced analytics that can suss out nuances in interactions to help you identify sentiment and trends. Only about a third of consumers are happy with their last interaction.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49