2019 Average Handle Time Consumers Customer Care 
BlueOcean
MAY 13, 2021
Across all sectors, second quarter online sales surged 32%, with consumers spending $211.5 A recent report shows that at the crux of the crisis, 64% of consumers in the U.S. If a brand couldn’t prove its value to a frugal customer, it more than likely experienced a drop in sales over the last year.
BlueOcean
FEBRUARY 7, 2019
It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. What one metric best reflects the state of your customer experience?
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ShepHyken
JANUARY 18, 2019
It’s that time of year again. Time to start planning for your 2019 customer experience initiatives. How committed are you to creating a better experience for consumers if your strategic goals aren’t truly strategic? Given the current state of technology, your strategic goals must now go beyond improving metrics.
Team HGS
AUGUST 13, 2019
Takeaway One: Where does the customer journey start? Enhanced CX is an expectation for today’s consumers. One conference discussion point related to the customer journey—and the “engage” stage. HGS defines this as the first step of the consumer journey, and the first point of contact between the consumer and the brand.
TechSee
JUNE 25, 2019
of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Organizations now have access to huge amounts of data about their customers that can be used to provide personalized service and recommendations to targeted consumers. Predictive personalization.
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