COPC

MARCH 28, 2017

Below are some of the most interesting results: –Only 31% of corporate survey participants believe they currently offer support in all the channels their customers want to use. Only 26% of companies think they are providing a consistent experience when customers engage their companies through a multichannel approach.

Surveys 40

Surveys Multichannel Customer Experience Benchmark 40

COPC

SEPTEMBER 25, 2018

The 78-page report, titled Consumer Insights: CX — Understanding Consumer Experiences and Opinions , is based on extensive surveying of more than 30,000 consumers and covers a broad range of customer experience-related topics. Topics include resolution rates, satisfaction and opinions on artificial intelligence (AI)-powered solutions.

Multichannel 40

Multichannel Benchmark Surveys Customer Experience 40

Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Most consumers expect ready access to support or help.

Omni-channel support 38

Omni-channel support Customer Experience Customer Service Multi-channel support 38

Eptica

APRIL 18, 2018

As part of the annual Eptica Multichannel Study , conducted since 2012, we tested 10 major travel brands (6 airlines and 4 travel agents) on their ability to provide answers to ten routine questions via the web as well as their speed, and accuracy when responding to email, Twitter, Facebook and chat.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

VocalCom

JUNE 16, 2020

One of the key takeaways of 2020 CallMiner Churn survey is that contact center performance drives both loyalty and churn, with 90% of consumers saying they are likely to stay loyal after a positive call center experience, while nearly three quarters (73.7%) were likely to switch after a negative call center experience.

Contact Center 62

Contact Center Cloud contact contact center solutions Call center experience 62

CSM Magazine

DECEMBER 8, 2015

Training and retaining good staff, and understanding, setting and managing customer expectations are among the top challenges facing customer service professionals according to a survey by ASQ, a leading authority on quality. Twenty-nine percent surveyed this year said managing customer expectations was their No.

Multichannel 40

Multichannel Surveys CRM Consulting 40

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. In fact this number increased from 67% in 2012 to 84% in 2015.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64