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Stat | Source | Month/Year | |
---|---|---|---|
Service organizations’ #1 priority is improving customer experience | State of Service | 04/2024 | |
Service organizations' #1 challenge is keeping up with changing customer expectations | State of Service | 04/2024 | |
69% of service agents say balancing customer service speed and quality is difficult — down from 76% in 2022 | State of Service | 04/2024 | |
91% of organizations track service-generated revenue — up from 51% in 2018 | State of Service | 04/2024 | |
85% of organizations expect service to contribute more revenue this year | State of Service | 04/2024 | |
80% of service organizations anticipate budget increases this next year | State of Service | 04/2024 | |
76% of service organizations anticipate adding headcount this year | State of Service | 04/2024 | |
77% of service agents say their workload increased over the past year | State of Service | 04/2024 | |
Service agents spend just 39% of their time working with customers | State of Service | 04/2024 | |
79% of service organizations are investing in AI | State of Service | 04/2024 | |
83% of service organizations plan to increase investments in AI this year | State of Service | 04/2024 | |
93% of service professionals with AI say the technology saves them time | State of Service | 04/2024 |