Crucial Call Center Metrics and KPI Benchmarks to Track -{2021-22}
The modern contact center helps customer experience (CX) leaders support business endeavors by working smarter in their day-to-day call operations. Customer expectations on service are climbing, and with the global shift to omnichannel communications, businesses still need to deliver the service levels they promise as well as what’s anticipated. With virtual communications on the rise, several customer service trends have emerged. In its yearly release, the Global State of Customer Service Report by Microsoft identifies these trends that directly impact and contribute to brand loyalty. Below are five interesting takeaways from the report. 90% of customers believe customer service is important in the choice of brand they do business with. Nearly two-thirds will sever a business relationship that provides poor customer service. More than half (55%) of global consumers have higher customer service expectations than they did...