The future of the contact center lies in the symbiotic and harmonious relationship between AI/bots and the call center agent.

Source
Forbes

Year
2018

Topic(s)
Contact Center Solutions

Statistic Info

In order to get the customer’s questions answered as quickly as possible, AI-powered systems have the potential to narrow down what their problem may be and get them connected to a customer service agent that will be able to solve their specific issue.

Author: Forbes

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 2018 Stats

DevOps and machine learning are important trends in the software industry today

Python has a solid claim to being the fastest-growing major programming language.

The future of the contact center lies in the symbiotic and harmonious relationship between AI/bots and the call center agent.

59% of customers say brands that respond to queries online are more favorable.

Poor customer services costs US businesses $75 billion/yr

Low-code platforms could reduce development time by up to 90%.