Playvox
JANUARY 13, 2022
If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.
Tricia Morris
MAY 18, 2015
According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%. Contact centers are working to address this growing and changing channel use. Six in 10 contact centers say they have no social customer service capabilities.
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BlueOcean
OCTOBER 4, 2021
The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.
BlueOcean
OCTOBER 4, 2021
The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.
TechSee
MARCH 7, 2019
The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Contact centers are ready for change. Artificial Intelligence-powered contact center tools. Building a better VEA.
Comm100
FEBRUARY 5, 2018
Since the birth of the contact center, the balance between efficiency and quality has been a hot topic for managers looking to cut costs while also ensuring customer retention and loyalty. Forrester has found that FAQ page use is on the rise, increasing from 67% to 76% between 2012 and 2014. Download Now.
Kustomer
FEBRUARY 25, 2022
It’s not surprising that we’ve seen a jump from 20% to more than 80% in the number of companies investing in omnichannel experiences since 2012. You have data relating to leads, engagement metrics, conversions and other useful data points. Businesses are realizing that customers want an experience across different channels.
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