Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Atif Mehmood
Contact Center & Retention Business Head
9
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
45

Industry Research : 65% of Consumers Say Negative Customer Service Interactions Motivate Them to Consider Switching Brands

#contactcenterworld, @medallia

Medallia, Inc., a global provider in customer and employee experience, announced the findings of its new report: The New Customer Expectations for the Contact Center: Understanding the Key Factors Shaping the Customer Service Experience. The report reveals 65% of consumers say that negative customer service interactions motivate them to consider switching to a competitor brand, a clear indication that organizations must double-down on personalized experiences, or risk losing customers to competition.

Often perceived as cost centers, contact centers are now being recognized by innovative organizations as foundational pieces to improving customer experiences, driving customer retention, and gaining an advantage over the competition, all of which are mission-critical, especially in today's uncertain times.

The survey looked at consumers’ customer service expectations across generations, how they feel about bots and automated support interactions, and what businesses can do to strengthen customer loyalty.

Key findings from the report include:

- Seventy-three percent of consumers say they would like to provide feedback about their experience after a customer service interaction, but are more likely to do so with positive experiences compared to negative experiences.

- Ninety-five percent of survey takers say it’s important that contact center agents help them find a solution that meets their needs and that they take the time to understand why they’re contacting customer service.

- The ability to communicate with a real person (not a bot), get instant responses, and have complaints resolved in real time are the top three factors customers care most about when choosing a customer support channel.

- Ninety-six percent of consumers say demonstrating empathy during a customer service interaction is important.

- When customer service issues arise, most consumers aren’t willing to spend more than 5 to 10 minutes looking for information online or waiting on hold.

- Fifty-eight percent of respondents say waiting up to five minutes on hold is reasonable. If given the chance to receive a call back instead of holding, 66% of consumers would prefer this option.

- Talking to a human representative is the first channel of choice for Baby Boomers, while using online or mobile chat is the preferred channel for Gen Z and Millennial consumers.

"Organizations that recognize the true potential of the contact center and invest in efforts to improve those experiences will be positioned to reduce operational costs, increase customer retention, and get ahead of the competition," said Rachel Lane, Contact Center Solutions Principal, Medallia. "In a time when consumers across generations expect empathy and understanding — or else they will look for that experience with another brand — it's critical for contact centers to provide personalized experiences for their customers."

Survey Methodology
In October 2022, the Medallia Institute and Medallia's consumer behavioral intelligence and benchmarking platform analyzed the results of a survey of 1,047 U.S consumers who indicated they had interacted with a company’s customer service team within the previous six months.

#contactcenterworld, @medallia

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Medallia:
Company LogoMedallia® is the Customer Experience Management (CEM) company that is trusted by hundreds of the world's leading brands, including Four Seasons, GE, Gold's Gym, Sephora, and Zurich Insurance. We enable companies to survey and capture customer feedback across Web, social, mobile, and contact center channels, understand it in real-time, and take action to improve the customer experience (CX).
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Multi Contact

Read today's tip or listen to it on podcast.

Published: Wednesday, February 8, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Speech Technology

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

3.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
 

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 34498 
The 19th EMEA Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 1107 
The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 1556 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =