Customer Service Needs Improved IT Support

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Customer Service IT Support

1-Dialed InDialed In

79% of consumers still prefer to use the phone to interact with a customer-service center.

2-Deal KillerDeal Killer

83% have not completed an intended purchase because of a poor customer-service experience in the past year.

3-Positive ReinforcementPositive Reinforcement

52% say that a good customer experience will motivate them to purchase more from a company.

4-Over and OutOver and Out

34% of callers who hang up won’t call back.

5-Fuzzy ConnectionFuzzy Connection

79% of consumers have experienced poor voice quality on a customer help call.

6-Blind Eye, Part IBlind Eye, Part I

More than half of companies are inconsistent in how they monitor their contact-center performance, often doing so manually or simply reacting to complaints.

8-Blind Eye, Part IIBlind Eye, Part II

18% never bother to monitor their contact-center performance.

8-Audio OutageAudio Outage

68% don’t monitor the voice quality of their contact centers, often leading to poor customer experiences.

How Companies Follow-Through After They Add Tech to Contact CentersHow Companies Follow-Through After They Add Tech to Contact Centers

Test manually: 62%, “Pray that it works”: 20%, Automate testing: 18%

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