Customer Experience Sets You Apart

OVERVIEW

The importance of understanding your customer experience has never been greater in today’s ultra-competitive markets. Businesses closest to their customers are growing fast, while their competition is being left behind.

Key Learning Points

5

Every business is a Contact Center Customer

5

Customers demand digital interactions

5

Omnichannel functionality

5

Analytics

5

Artificial Intelligence’s impact

Using mobile phone at work, taking break.

CUSTOMERS HAVE VERY SPECIFIC EXPECTATIONS WHEN IT COMES TO SERVICE

%

of respondents say that a knowledgeable and friendly customer service rep ranks as a top-three factor for a great customer service experience.

%

of customers expect their issues to be resolved (quickly) on the channel of their choice.

%

of respondents have chat, text, social, and/or video interactions available within their contact center.

Customers have stopped using a product or service four times on average, in the past year, due to a bad customer service experience.

Yet, companies are struggling to meet them with on-premise contact center technology.

And customers simply won’t tolerate it.

Contact us today to improve your customer experience.