Your competitors know what your customers want.

Your competitors  know what your customers want.

of customers are willing to pay more for superior service.

of customers believe experiences with companies require too much effort.

of customer interactions take place in the contact center.

Top 5 things a customer wants:


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Resolved Quickly Answered quickly Personal interaction Access to information Agent based in country

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.

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.


It’s time for an upgrade.

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