contact center

Why contact center capacity planning is reaching a breaking point
74% of customers prefer phone support amid ‘high stakes’ moments
81% of consumers would wait for a live service agent over an AI bot
AI contact center transcripts
What Amex, Capital One and TIAA learned by applying AI to contact center transcripts
51% of firms are now only working with a single CX provider
Pathlight chief customer officer addresses three contact center challenges that aren’t going away
Google Wait Times
How Google’s ‘Wait Times’ feature could change the service experience
TCN consumer attitudes customer service
7 out of 10 people prefer talking to a live agent for customer service
[24]7.ai centralized CX
71% of firms with centralized CX functions take a KPI-driven approach to improvements
These CX stats suggest companies are lying to themselves about the quality of human-machine handoffs