60%
of customers are willing to pay more for superior service.
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82%
of customers believe experiences with companies require too much effort.
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94%
of customer interactions take place in the contact center.
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Top 5 things a customer wants:
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Resolved Quickly
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Answered quickly |
Personal interaction
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Access to information
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Agent based in country
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Sources: The Viral Impact of Poor Customer Service; Pauline Ashenden. Call Center Agent Recruiting and Selection: Is a single competency profile enough? Steven Lindner. Call Centers Smooth Path for Profitability; Sykes and Ventana Research.
Social media has radically changed the landscape.
One poor customer contact center experience was viewed by five million people over just two days.
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You are supposed to be building a positive brand image, but through a poor customer experience, you will be overlooked the next time they are buying.
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