Customer Service Needs Improved IT Support

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%

CIO Insight Staff
CIO Insight Staff
CIO Insight offers thought leadership and best practices in the IT security and management industry while providing expert recommendations on software solutions for IT leaders. It is the trusted resource for security professionals who need network monitoring technology and solutions to maintain regulatory compliance for their teams and organizations.

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