B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Dated
79%
79% -- wait time reduction for Companies in top 25% of customer data management (vs similar companies) (2020)
Companies in the top 25% of managing customer data relative to similar companies see a 79% reduction in wait times.
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Lighthouse Research Team
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Source verified
Evidence graded
Value
79%
Unit
Percentage
Data Vintage
2020
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Zendesk
Primary
Tier C
https://grudiassociates.com/ccaas/ ↗
Source Article
Get Ahead of the Competition with CCaaS
Contact Centers (essentially the updated version of call centers) don’t seem flashy, but they can be the lifeblood of an organization. Microsoft’s 2020 Global State of Customer Service report found that 90% of American consumers use customer service as a factor in deciding whether or not to do busin…
Original Research
Zendesk
· Original study ↗
Methodology
Source: Zendesk Customer Experience Trends Report 2020.
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
Companies in top 25% of customer data management (vs similar companies): 79% wait time reduction. Source: Zendesk (2020). Via Lighthouse Intelligence -- https://lighthousedata.io/data/top-data-quartile-wait-time-reduction-2020
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<blockquote cite="https://lighthousedata.io/data/top-data-quartile-wait-time-reduction-2020" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>79%</strong> -- wait time reduction for Companies in top 25% of customer data management (vs similar companies)<br><small>Source: Zendesk (2020) · <a href="https://lighthousedata.io/data/top-data-quartile-wait-time-reduction-2020" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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