Metrigy’s MetriRank Study Evaluates Leading CCaaS Providers on a Fixed Set of Criteria to Assess Which are Best Positioned to Succeed in the Long Term
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/PRNewswire/ The global call center market is predicted to reach a value of US$ 47.6 Bn in 2029, with sales growing at a robust CAGR of 10.8% from 2022 to.
Delivering The Orchestrated Customer Experience: Why – And How – We Need To Rethink The Contact Center
By Greg Weber, Eventus
Customer expectations have changed dramatically in recent years, both in the B2B and the B2C worlds. “The Amazon Effect,” as it’s often called, created a paradigm in which every retailer can deliver goods ordered within 24 hours, businesses are always open, and customer service responds promptly, even at 2:00 AM. While many retail businesses were quick to catch on, other industries have been slower to adapt.
That’s important. Customer experience (CX), now more than ever, can give companies a competitive advantage - and still so many are handling it poorly. The current state of the contact center is, at best, deficient. In 2021, customers should not be facing long hold times, impersonal auto-attendants, or agents who cannot resolve their issues immediately.