JustCall

APRIL 5, 2023

These include the need to create value for customers on a recurring basis as well as lowering the switching costs for customers. Traditional customer support models will not cut it. With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges.

Management 52

Management CRM Analytics Customer retention 52

Fonolo

MAY 31, 2018

In this report, we outline the predicted trends for improving service levels for the coming year, and how to deliver timely and thoughtful customer support. Advances in Live Chat Will Provide Greater Customer Satisfaction. Customers want increased access to live chat. Marked Urgent: Improving the Voice Channel .

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

JustCall

MARCH 9, 2023

It can be categorized into two parts – calls handled by agents and calls handled by IVR or other automated systems. This metric helps you understand how well your customer support team manages the incoming call volume. This helps you introduce relevant self-service for customers.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52