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Industry Research : Consumers to Businesses: Your Customer Service is Trying Too Hard, and Not Where it Matters

#contactcenterworld, @Genesys

Consumers to Businesses: Your Customer Service is Trying Too Hard, and Not Where it Matters

Genesys study reveals disconnect in what experiences consumers want — and what businesses deliver

Genesys(R), a global cloud provider in customer experience orchestration, announced the "State of Customer Experience" report, which examines consumer preferences and how businesses are approaching customer experience (CX). First conducted in 2017, this report analyzes trends in consumer expectations, where businesses are getting it right — and where they’re getting it wrong. When it comes to customer service, the study found that the biggest disconnect between consumers and businesses is the desire to solve an issue the first time a customer contacts a company.

More than half (54%) of consumers want a company to solve their issues at first interaction, yet only one-third of businesses prioritize first-contact resolution (FCR). Businesses instead prioritize focusing on professionalism and friendliness (48%) in customer service interactions and being quick to respond to requests (38%).

Increasingly, businesses see customer experience as a main driver of consumer trust and loyalty, so much so that it has become a board-level priority for more than half (58%) of companies in the study. With 70% of consumers believing a company is only as good as its customer service, it’s clear the customer experience can be a significant business advantage when done well. Yet, the fact that resolving a customer’s issue the first time isn’t a priority for more than two-thirds of businesses — and less than half (41%) believe they excel at FCR — demonstrates a significant gap in delivering the experiences consumers have come to expect.

In shedding light on consumer preferences, this report provides an opportunity for organizations to evaluate how they’re meeting consumer expectations to shift thinking from company-centric outcomes to customer-centric experiences.

"Businesses are missing the mark when it comes to fully understanding what it takes to meet customer expectations, especially of first-contact resolution," said Ginger Conlon, Customer Experience Advocate at Genesys. "We’re in a reality where consumers expect a company to know who they are and engage with the best agent that’s equipped to meet their needs. Moving beyond efficiency and focusing on delivering the right data and orchestrating the next-best action in the ideal moment and channel are paths to success."


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Highlighted findings from the State of Customer Experience report:

Loyalty is fueled by listening — 90% of repeat customers scored a business’ ability to listen as their most important attribute. With curated content from platforms like Instagram and TikTok at their fingertips, consumers have come to expect that brands understand them and are paying attention to their likes and dislikes. Tailored experiences that show a company is listening are being rewarded with brand loyalty and advocacy. When consumers feel they’ve had a personalized experience, more than 80% said they would purchase additional items, recommend the company to a friend, and purchase repeat items — an increase of 10% from 2017.

Voice remains the most-used channel (68%), but digital channels are surging. The number of consumers interacting with customer service through messaging, mobile apps, chatbots, social media and video calling more than doubled between 2017 and 2021. Even home assistants like Amazon Alexa and Google Home are rising in popularity — one in 10 consumers worldwide have interacted with customer service through these devices.

More than a quarter (27%) of millennials and Generation Z consumers said they only buy from ethical and sustainable brands. As scrutiny increases on the responsibilities that businesses have to manage their social and environmental impact, younger generations are holding companies accountable with their spending power. Nearly half (46%) of consumers aged 18-34 said they prefer to buy from companies that are aligned with their social, ethical and environmental values — even if that means paying more for goods or services. Data protection, animal welfare, health and wellness, human rights, and environmental protection ranked as the top five consumer values, respectively.

Great CX leads (40%) consumers to become brand advocates on social media. Consumers are increasingly turning to social media to praise companies for positive customer experiences. In addition to calling out a great experience, 30% would highlight exceptional effort a company makes.

From increased headcount and budgets to rapid digital growth, to expanding capabilities and more, the report reveals an increased focus on customer-centric experiences as a business advantage.

    • Nearly two-thirds (64%) of businesses are hiring more agents for their contact centers. Interactions with the contact center have more than doubled from 2020 to 2021, driving the need for more agents to help handle the volume. For 11% of companies in the study, the surge was so significant that they’re planning to increase headcount by more than 50% over the next year.

    • Budgets are increasing for nearly three-fourths of businesses. The rise in traffic and the importance of improving CX are growing business investments. Seventy-one percent of respondents received a budget increase in 2021 and about one-fifth saw a budget increase of 50% or more.

  • Equipping agents with innovative tools that improve the employee experience is a priority. Businesses continue to invest in new technologies to better orchestrate the customer experience — and are most excited for tools that support and improve agents’ abilities to deliver great service. Leaders see predictive analytics (59%), agent-assist technology (58%), quality management and workforce optimization (57%) as the most valuable new technologies in managing the customer experience.

  • Virtual home assistants as customer service agents are on the rise. One-third of businesses are offering customer service through virtual home assistants like Google Home and Amazon Alexa. Another 29% plan to integrate customer service on this channel within the next six months. As the highest-rated channel in customer satisfaction (46%), virtual home assistants show significant opportunities to enhance customer experience.

Research methodology:

Genesys commissioned an independent research firm to conduct a global survey of 690 CX executives and 2,629 adults over the age of 18 between April and May 2021.

#contactcenterworld, @Genesys


About Genesys:
Company LogoGenesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
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Today's Tip of the Day - Quality Of Service

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

Published: Monday, November 22, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.) 
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.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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