News : Is Customer Service Getting Worse or Fruitcake Getting Better?
Phoenix, AZ, Dec 19, 2014 -- In 2013, 37 percent of consumers surveyed said they'd rather eat a piece of last year's fruitcake than deal with customer service. This year it's even worse, 45 percent said they'd rather go for fruitcake.
So which is it? Do companies care less about delivering exceptional customer experiences or are bakers doing a better job making these candied fruit holiday treats?
An online omnibus survey was administered on behalf of Aspect Software by TNS among a demographically representative national sample of 2,500 American adults 18 and older, of which 2,148 have contacted customer service. The survey was conducted from November 6 - November 10, 2014.
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Posted by Veronica Silva Cusi, news correspondent
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About Aspect Software:
Aspect Software contact center and workforce optimization solutions engage consumers, empower agents, improve quality, and lower the cost of delivering remarkable experiences. Our cloud, private cloud and on-premises products are used by millions of agents every year – supporting billions of consumer interactions. Aspect provides flexible, reliable,comprehensive solutions for all areas of customer interaction and workforce management including inbound (automatic call distribution/ACD), outbound (auto dialing, predictive dialing and more options), interactive voice response/IVR, self-service through chatbots, workforce optimization (workforce management, quality management, performance management) and speech analytics. Leveraging a worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained.
TNS advises clients on specific growth strategies around new market entry, innovation, brand switching and customer and employee relationships, based on long-established expertise and market-leading solutions. With a presence in over 80 countries, TNS has more conversations with the world's consumers than anyone else and understands individual human behaviours and attitudes across every cultural, economic and political region of the world. TNS is part of Kantar, the data investment management division of WPP and one of the world's largest insight, information and consultancy groups.
Published: Tuesday, December 23, 2014