A new report published by Fortune Business Insights has revealed that the global Cloud Contact Center market is expected to grow to 56.37 billion by 2027 with a CAGR of 22.7% for the forecasted period of 2022-2027. The Cloud Contact Center market also continued to steadily grow from 2016 - 2022. According to a report from Zion Market Research, the market size in 2016 was ~4 billion and in 2022 it was ~15 billion.
“I wouldn’t have purchased from them if I knew their service was this bad”. You’ve probably heard a friend say that before, a family member, or even yourself! As a customer service professional, this is undoubtedly the last thing you’d want to hear your customers say. Customers don’t want quality and fast service, they expect it, and they’re willing to go across the street to another vendor if they don’t get it, how can you blame them?
Whether you are managing a contact center or call center, it’s crucial to be informed on key data to help achieve goals of better CX in a contact center or better ROI in a call center. One simple method for keeping track of performance is utilizing Call Dispositions. What are Call Dispositions?
SMS Callback, in a nutshell, allows your customers to text a designated number and when they do so, it notifies one of your agents to give that customer a call when they’re free. What are the benefits of having this SMS Callback, and how can you use it?
Keeping your team’s energy and morale high is crucial for a productive and positive team. When your agents are happy, your customers are happy and satisfied with your support. Let’s explore some ways to keep your team motivated.