NICE inContact

SEPTEMBER 30, 2019

Just consider: Chat interactions have tripled in just the last couple of years. Phone interaction volume still leads but is falling. It now accounts for little more than half of all interactions. ECSI’s abandon rate was 26%! Students wanted fast, efficient service they could access with minimal effort.

Abandon Rate 136

Abandon Rate Net Promoter Score Contact Center Effort Score 136

NICE inContact

OCTOBER 21, 2019

Vera Bradley’s customers reflect the colorful vibrance of this popular accessories brand. The abandon rate had climbed to more than 20 percent! The company moved to NICE inContact CXone , fully embracing a cloud contact center strategy in 2017, and that was a real turning point.

Abandon Rate 120

Abandon Rate Contact Center Omni-Channel Trends 120

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior customer service. A high response time can lead to high abandonment rates and customer dissatisfaction.

Customer Service 245

Customer Service Abandon Rate ROI Apparel 245

CSM Magazine

MAY 19, 2020

The organisation’s contact centre uses Puzzel’s range of voice, email, SMS, Webchat and social media capabilities to provide a joined-up learning advisory service across multiple brands for the largest college group in London. Enabling quick and easy access to relevant product knowledge directly from the Puzzel Customer Service Platform.

Omni-Channel 52

Omni-Channel Groups Brands Abandon Rate 52

Talkdesk

FEBRUARY 27, 2020

between 2017 and 2018. customer abandonment rate in comparison to a 6.2% If customer experience is a top priority for your organization, it is important that your digital expansion strategy begins with identifying the right type of interactions to direct to the most appropriate channel to handle that request.

Abandon Rate 80

Abandon Rate Contact Center Competitive Advantage Comparison 80

Talkdesk

FEBRUARY 27, 2020

between 2017 and 2018. customer abandonment rate in comparison to a 6.2% If customer experience is a top priority for your organization, it is important that your digital expansion strategy begins with identifying the right type of interactions to direct to the most appropriate channel to handle that request.

Abandon Rate 60

Abandon Rate Contact Center Competitive Advantage Comparison 60

Talkdesk

APRIL 11, 2017

We know that delivering brilliant customer interactions is how forward-thinking brands and companies foster meaningful relationships with their customers. Customer experience is a hard thing to measure, so contact centers have historically relied on other KPIs as a proxy: service level, wait time, abandonment rate, etc.

Contact Center 50

Contact Center Self Service Abandon Rate Call Center 50