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Industry Research : Brits Love to Moan about Bad Customer Service more than Wi-Fi, Cold and Brexit

#contactcenterworld

Prolonged Brexit negotiations and pedestrians who stare at their phones rather than watching where they are walking have topped a list of our most common moans.

Researchers who polled 2,000 adults found the top 50 list of day-to-day grumbles also includes Wi-Fi not connecting, supermarket self-service tills and 'being overworked'.

Never being able to get a doctor’s appointment, endless spam emails and the terrible British weather also feature highly.

Smaller inconveniences such as waking up with bad hair, forgetting to buy milk and someone treading mud into your carpet, also made the list.

The research also revealed Brits admit to moaning three times a day on average about such things as bad customer service, receiving cold calls and queue jumpers.

One in six said they are most likely to whinge in the mornings, with traffic during their commute cited as the top complaint.

And one third think they moan less at the weekend.

Geoffrey Dennis of SPANA said: "Most people in the UK acknowledge that they complain about trivial matters on a regular basis.


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"When we’re used to modern conveniences like Wi-Fi, home deliveries and air conditioning, it can be easy to forget that others have to deal with far greater problems every day.

"For people in Britain, everyday problems can seem like the end of the world – and most of us are guilty of complaining about things like bad weather, traffic or people pushing to the front of queues.''

The study also found millions prefer to moan in private, with 45 per cent waiting until they’re in the comfort of their own home before they let off steam.

One in five thinks that the stereotype of moaning Brits makes us seem miserable; while a third think it’s entertaining.

Despite being a nation of moaners, one fifth tend to block out others who moan about their ‘first world problems’.

Around four in 10 respondents said they whine more now that they are adults, with half confessing they feel better after getting things off their chest.

More than half agree there are far more many moaners today than there used to be.

Brits can’t make up their mind when it comes to the weather – half of adults polled said they moan when its rainy and cold; one third complain when it’s too hot.

And there’s no battle of the sexes when it comes to whinging, as people concur men and women moan an equal amount.

The biggest mood-changers include tiredness, being hungry and the weather, with current relationships, exercise and hormones cited as considerable factors.

But sometimes moaning works – four in 10 boast they have received money off their restaurant bill after complaining.

One in four people believe that if they moan enough about the price of things (such as homes, bus tickets, meals, etc) then something will eventually be done about it.

On the bright side, almost half of people polled reckon they could go the whole day without complaining.

Dennis added: "These kinds of inconveniences are so minor compared to the problems faced by many people and animals in the world’s poorest communities.

"Working animals in developing countries never complain, but they have every right to. These horses, donkeys and camels endure incredibly hard lives, carrying backbreaking loads in punishing conditions, without the food, water, rest and vital vet care they need."

"In developing countries, many working animals have to walk huge distances, pulling heavy loads across difficult terrain, working in temperatures exceeding 40 degrees.

"These animals often have no veterinary treatment available to them when they are sick or injured.''

''That’s why SPANA’s work is so important – preventing suffering and ensuring these hardworking animals receive the care they so urgently need."

TOP 50 THINGS BRIT LOVE TO MOAN ABOUT

Bad customer service
Getting cold-called / calls from unknown numbers
People pushing into queues
Being too cold
Waiting in for a delivery that doesn't turn up
Sitting in traffic
Wi-Fi not connecting
Litter and fly-tipping
The British weather
Being too hot
Noisy neighbours
Lateness
Public transport being late
Lack of car parking spaces
The behaviour of teenagers and children
People who walk along staring at their phones
Spam emails - including GDPR opt-ins
Receiving a 'we missed you' card from a parcel courier
Door-to-door salespeople
Supermarket self-service tills / ''unexpected items in the bagging area'' alert
Brexit negotiations
Having no phone signal
New shoes that give you blisters
Never being able to get a doctor's appointment
Being hungry
People who don'tn hold doors open
Noisy eaters
People cancelling plans last minute
Someone parking outside your house in your 'space' / blocking your driveway
Having a runny nose
The lack of funding for the NHS
Hidden charges, such as airline baggage fees
Running out of phone battery
When a shop doesn't have your size in something you want
Discovering you are sitting behind a tall person at a concert
Forgetting plastic bags for shopping
Returning to work after holiday
Being overworked
Having to stand on public transport
The clocks changing / going to work in the dark in winter
Sky-high holiday prices during school holidays
Getting caught in the rain without an umbrella
Bad hair days
The price of clothes you've seen in a shop
House prices
Arriving at the dentist on time to find out they are running late
Leaving home without your phone
Graffiti
Someone spilling something on your carpet
Getting a bad haircut

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.mirror.co.uk


Today's Tip of the Day - Training Sweetener

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

Published: Tuesday, January 1, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Analytics

Page: 12
1.) 
2Ring

2Ring Dashboards & Wallboards
2Ring Dashboards & Wallboards is a software solution that empowers business users and supervisors to deliver information in real-time to every screen.

Information means data from multiple data sources and built using various content types. Cisco Contact Center data (all platforms), CUCM huntgroups (Cisco CallManager), and ServiceNow belong among the most often used data sources, but the application support many additional data sources (Amazon Connect, Genesys PureEngage, Salesforce) and is flexible enough for business users to add or change pictures, web-content, include weather information and forecasts or YouTube videos and streams on the fly.

A screen does not only mean a large plas...
(read more)
PH: +1 (916) 426-3790

2.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

3.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

4.) 
Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time
PH: 8005771872

5.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)
PH: 800-639-1700

6.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)
PH: +302109241486

7.) 
Consilium Software

Consilium UniInsight™
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
(read more)
PH: (+61) 406 501 368

8.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

9.) 
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)
PH: +61404697151

10.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

11.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

12.) 
ethosIQ, LLC

ethosAnalytics
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.
PH: 2816165711

13.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
PH: +1-773-325-0608

14.) 
Navedas

CSAT.AI
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!

CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications.

CSAT.AI provides granular details by issue (delivery delay etc) or agent score.
PH: 323-380-8555

15.) 
Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700

16.) 
OpsTel Services

VIEW
With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.

Features:

*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
(read more)
PH: 1+480-435-9390

17.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
PH: 905-940-8844

18.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment
PH: 0217991445

19.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
PH: 00441352705810

20.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.
 
Page: 12

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