October 29, 2018 / GuidesFor Team
How powerful statistics can be in predicting the contact center trends? Customer engagement is continuously evolving with new technologies on the rise and changing market demands. A 2017 study by IBM showed that 70 percent of customers prefer written messaging over voice, and that AI channels are used for tier 1 customer concerns.
The top five statistical trends today in contact center industry focus mainly on the consumer. More than half of customers today are raising their expectations for customer service than they did in 2016. They also like to take charge of their problems but with effective supervision by the call center agent. – Rub Valdez
Posted In: Research