2020 Consumers Contact Center E-support 
Playvox
NOVEMBER 2, 2021
Let’s explore five current shopping trends, and what this behavior means for those of us in the contact center industry. The more consumers embrace the hybrid shopping experience — during the holiday season and beyond — the more they’ll expect options like these as they interact with every part of a brand.
Kustomer
JUNE 7, 2022
We can’t hope that we will “get by” just a little longer with legacy CRMs and support tickets. We must embrace change and adapt quickly to meet today’s consumer expectations for a smart, omnichannel experience powered by a modern CRM—the key to scaling CX, meeting explosive growth, and adapting to change. The data tells the tale.
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CSM Magazine
DECEMBER 6, 2021
Now more than any other time of year, e-Commerce becomes a more dominant force in companies’ sales, and subsequently, online customer experience. Retailers are already feeling the effects of pandemic-related seasonal headwinds, putting pressure on consumer confidence, full-time and temporary staff, and the supply chain.
ProProfs Chat
MAY 6, 2020
Must-Read 53 Customer Experience Statistics for 2020 . 60% of companies have expanded their focus on contact center efficiency, while 65% of contact centers track their efficiency efforts. Customer Experience Training Success Statistics. Without further ado, let’s dive in! Source: CCW Digital ) Tweet this.
Talkdesk
FEBRUARY 5, 2021
The National Retail Federation’s (NRF) “Retail Big Show” is traditionally held each January at the Javits Center in New York City, but this year, fittingly, has been split into separate digital and brick-and-mortar chapters. Before the pandemic, consumers shopped in physical spaces as an activity—a way to interact socially.
Interactions
DECEMBER 2, 2021
Online banking surged in 2020, with 76% of US adults logging in via their computer at least once a month to manage their finances. According to the American Customer Satisfaction Index, satisfaction with banks steadily fell from 2018-2020, though leveled out more in 2021. . So how can you use this feeling to your advantage?
Kustomer
DECEMBER 20, 2019
Consumers demand instantaneous communications on every channel, while simultaneously expecting personalized connections with the brands they do business with. Just as companies finally began to feel comfortable achieving multichannel support, customers began to demand more: they now expect TRUE omnichannel support.
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