average speed to answer

Average Speed to Answer is 70% Higher Now Than it Was in 2009

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It comes as no surprise that consumers are not satisfied with their phone customer service interactions – we’ve been talking about it, you’ve been reading it and possibly experiencing it in your own customer experiences. Now we have additional data proof why frustrations may be higher – one factor being that average speed to answer […]

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Get Ready for 2018 with These Free Research Reports

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Are you getting ready for 2018 planning? If so, we’ve compiled a short list of reports you will probably want to read (and we’re giving them to you free): Drive Revenue with Great Customer Experience, 2017 – Forrester Research In this report, industry analysts from Forrester Research, a leading global research and advisory firm, look […]

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What are Bank Contact Centers Doing Right?

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inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3% for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website […]

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33% CSAT for Millennials – Is Your Contact Center Missing Something?

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There is plenty of advice on what companies need to provide millennials during their customer experience journey, and none of it should be new news. Given millennial customer satisfaction is only 33%, there is definite frustration within this large consumer segment. inContact’s study revealed that only 26% of millennial respondents prefer voice, yet 62% opted […]

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Millennials Want What All Consumers Want – A Good Customer Experience

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The fastest-growing consumer demographic, millennials, will probably continue to shake things up for the contact center industry. This tech-forward generation seems to know how to keep companies on their toes. However, what may come as a surprise is that while they may prefer more convenient and technical channels for customer service, like mobile and chat, […]

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