Upstream Works
NOVEMBER 19, 2020
The below three drivers of CX success will help to keep customer loyalty strong as we move into 2021. A distributed workforce at scale will be viewed as the norm going into 2021. For example, with customers feeling more stress, legacy metrics like Average Handle Time (AHT) aren’t going to drive CSAT scores.
TechSee
FEBRUARY 1, 2021
billion in 2021, at a CAGR of 43.6%. Integrating visual support within IVR further delivers an efficient usage of time – reducing average handling times (AHT) and customer hold times, and ultimately driving a better CX. billion in 2016 to $17.67 The driver for this growth? Artificial intelligence (AI).
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Uniphore
DECEMBER 17, 2021
In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. The authors of the report state that “sadly, brands failed to excel in this area. 68% of members reporting a positive experience. Impact: 20% reduction in agent training time.
Uniphore
NOVEMBER 16, 2021
Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. Keeping the Human Touch A new report by the Economist Intelligence Unit reveals that four in five bankers (81%) believe that financial institutions will seek to differentiate themselves on customer experience rather than on their products in the next four years.
Kustomer
SEPTEMBER 29, 2020
While at times 2020 can feel like a real-life “Black Mirror” episode, it did force many CX teams to transform at lightspeed, re-evaluating how they got their work done and what a successful customer service interaction looked like. Want our full list of predictions, along with tips on how to deliver exceptional service in 2021?
Playvox
NOVEMBER 1, 2022
Forty-two percent (42%) reported not having one at all, and 24% weren’t sure if they had one. Managers reported that they had done well at leading a remote workforce — 64% said their contact center has been extremely or very successful in supporting remote workers. Measure Performance.
BlueOcean
MAY 13, 2021
A recent report shows that at the crux of the crisis, 64% of consumers in the U.S. 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. What worked in 2019 may not work in 2021 or 2022.
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