Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. Barry Dalton. Bob Thompson. Evan Shumeyko.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Pointillist

JANUARY 25, 2019

Abandoning a call can cause immense frustration for customers and make them lose faith in your company. Importantly, customers show more willingness to wait on hold for technical support than for a sales transaction. Creating templates for routine actions or eliminating unnecessary steps could help in this situation.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75