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.
NICE inContact
OCTOBER 21, 2019
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. The abandonment rate today, by the way, is less than 5 percent, and productivity has improved by 10-15 percent.
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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.
Calabrio
JULY 25, 2019
That’s why we launched our customer awards program in 2017: to recognize high-achieving companies using Calabrio ONE to drive innovation in the contact center and beyond. The Globetrotter’s successful WFO deployment spans countries and cultures, yet maintains interactions that are more streamlined than ever.
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.
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.
CSM Magazine
MAY 19, 2020
Since adopting the Puzzel solution, the group has improved the experience for customers, agents and approximately 28,500 students, dramatically reducing call abandonment rates by 68% in one academic year alone. Enabling quick and easy access to relevant product knowledge directly from the Puzzel Customer Service Platform.
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