The customer service industry is becoming increasingly dynamic, as 63% of companies estimate an increase in the cost of customer experience in 2014, compared to 2013.
86% of the consumers who call contact centers are put on hold, while 75% consider the call-back option extremely appealing. Based on this premise and on the fact that call-back functionality determines a decrease in the number of abandoned calls with 32%, the most important players are constantly optimizing the communication channels for clients.
For more information, please see the Romanian version of the article, here.
