Stella Connect

DECEMBER 2, 2021

Wondering what the top drivers of customer sentiment , purchase decisions, customer reviews, customer satisfaction and customer experience will be in 2022? Keep reading to find out the four biggest customer service trends for 2022. . Top Customer Service Trends for 2022 You Need to Know.

Trends 52

Trends Customer Service Data First Call Resolution 52

NobelBiz

FEBRUARY 22, 2023

We identified 5 significant trends that are currently in play in 2021 but will be amplified in the post-pandemic environment in 2022. In this new revamped consumer experience, these 5 CX trends serve as benchmarks for the future of your contact center.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

We identified 5 significant trends that are currently in play in 2021 but will be amplified in the post-pandemic environment in 2022. In this new revamped consumer experience, these 5 CX trends serve as benchmarks for the future of your contact center.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

BlueOcean

MAY 13, 2021

It’s important to note, however, that most of these trends driving convenience were already in the works, and even smaller brands were beginning to catch on. We’ve written before about the changes in consumer behaviours and the impact on customer care – from fluctuations in arrival patterns to dynamic average handle times.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

AWS Machine Learning

NOVEMBER 15, 2023

Each year, Principal handles millions of calls and digital interactions. As a first step, they wanted to transcribe voice calls and analyze those interactions to determine primary call drivers, including issues, topics, sentiment, average handle time (AHT) breakdowns, and develop additional natural language processing (NLP)-based analytics.

Financial 108

Financial Omni-Channel Groups Analytics 108

Playvox

JUNE 22, 2023

What trends, such as AI , will shape CX in the coming years? Allow for additional customer sentiment comments in surveys and categorize them to spot trends for improvements. For synchronous contacts, this includes hold times, transfers, and after-call work. Why do metrics matter? Is your call center prepared?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Think Customers

JANUARY 18, 2022

Deflecting low tier operations, 24/7, can improve average handle time and customer satisfaction ratings by giving associates more time to tackle complex questions while the easy issues are handled swiftly by automation. What is a contact center associate? Learn more.

Contact Center 52

Contact Center Chatbots Self Service Average Handle Time 52