65% of all customers have higher expectations of customer service
Contact Center Solutions
As of 2021, customers have indicated that they have higher expectations from a customer service department than ever before. Perhaps the latest technological advancements, customers expect service that is more prompt and efficient. They prefer dealing with a person who can expidite their requests and get them the answers they are seeking.
More Related Stats
Contact Center Solutions
When callers aren’t transferred, 49% of people feel relieved, 37% feel their business is valued, 34% are more inclined to complete a purchase.
80% of calls answered within 20 seconds represent the global metric for service level in a call center, while the average speed to answer is around 28 seconds.
Acquiring new customers costs 5-10 times more than selling to existing ones.
The 2020 Fortune Business Insights Report predicts the global cloud market to grow from $76.43 billion in 2021 to $390.33 billion in 2028.
67% of the companies have shown tremendous growth and business potential by collecting customer feedback. Excellent customer service feedback plays a crucial role in elevating any call center’s brand value.
88% of customers expect companies to accelerate digital initiatives due to the COVID pandemic.
Live chat increases conversion rates by nearly 4%
53% of consumers say they must repeat their reason for calling to multiple agents
Reducing operating costs and/or boosting productivity is the #1 the top priority for contact center leaders
44% of customers get annoyed, irritated, or angry when on hold for 5-15 minutes
More 2021 Stats
With nine in 10 companies planning a hybrid model moving forward, organizations must reinvent the processes and tools they previously relied on
Around 50% of consumers will use mobile messaging apps for customer service and support.
58% of companies found over 1,000 folders with inconsistent permissions, showing that access policies need a lot of work for many.
34% of data breaches involved internal actors
IDC predicts that the global population of low-code developers will have a compound annual growth rate of 40.4% between 2021 to 2025.
The BPM industry has grown between $13 billion to $14 billion by 2021
73% of CFOs state their businesses are already streamlining workflows and processes with automation and integrations
During the period 2021-2028, the BPM market is expected to increase at a CAGR of 12.0%
Research found that companies with elite-performing engineering organizations are twice as likely to achieve their organizational goals and achieve a 50% higher growth rate over three years.
About 69% of businesses have adopted cloud-computing technology.