Tricia Morris

MAY 18, 2015

According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%. While the voice of the customer may be heard less often over the phone, it is clearly stating a growing preference for digital engagement. 43% don’t ever review assisted service processes.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

Tricia Morris

FEBRUARY 19, 2016

Economist Intelligence Unit Creating a Seamless Customer Experience Report ). In Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey, consumers now say they are using web self-service more than assisted service. 2015 Global State of Multichannel Customer Service Report).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

ProProfs Chat

MAY 6, 2020

Customer Experience Training Success Statistics. 60% of companies have expanded their focus on contact center efficiency, while 65% of contact centers track their efficiency efforts. (Source: Call Miner ) Tweet this. This allows them to perform well and create a delightful customer experience journey effectively.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

SmartKarrot

FEBRUARY 16, 2022

According to 71% of consumers, customer service at large organizations has stayed the same or gotten worse in the past few years. 38% of respondents of a recent survey on CX, enhancing service levels is the top aim for contact centers in 2022. How are B2B companies driving customer experience?

Customer Experience 10

Customer Experience Social Media B2B e-support 10