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16 Statistics Shaping the Future of Customer Service

Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 60% of consumers have higher expectations for customer service now than they did just one year ago.

Self Service 40
Self Service Customer Service Contact Center Omni-Channel 40
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Wanted: Customer Service Change Agents for Contact Centers

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%. While the voice of the customer may be heard less often over the phone, it is clearly stating a growing preference for digital engagement.

Contact Center 40
Contact Center Self Service Customer Service eBook 40
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