New research from NewVoiceMedia, a global provider of cloud technology, which helps businesses sell more, serve better and grow faster, reveals that UK companies are losing £11 billion a year due to poor customer service.
Since NewVoiceMedia’s initial 2013 survey, the number of UK consumers who report leaving a business due to inadequate customer experiences has actually decreased, from 50 percent to 42 percent. However, the top reasons given for leaving were consistent with the previous study and included: feeling unappreciated (44 percent), unhelpful/rude staff (35 percent), being passed around to multiple people (33 percent), not being able to get answers (27 percent), being fed up of queuing (27 percent) and not being able to speak to a person (25 percent).
"With revenue being transferred between companies at an alarming rate, this research highlights the considerable impact that customers have on a business’s success", said Jonathan Gale, CEO of NewVoiceMedia. "Customer experience is the key differentiator, and by doing it well, organisations can drive the customer acquisition, retention and efficiency that make leading companies successful".
Sponsor message - content continues below this message
2021 '16th annual' Global Contact Center World Awards CLOSING SOON!
Enter your Center, Strategy, Technology Innovation, People and more into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 50 nations and compete for the most prestigious awards out there! Join the FREE Webinar
Content continues ….
• Nancy Jamison, principal analyst at Frost & Sullivan, commented, "Today's consumers want consistent, personalised and proactive customer service, not silo'd interactions. Change the journey and you change your win and retention rate".
• Blair Pleasant, president and principal analyst at COMMfusion LLC, said, "Social media can be a double-edged sword – it can be an easy and efficient way for consumers to get customer care, but it can also become an open forum for discontentment".
• Micah Solomon, author, speaker and customer experience consultant, commented, "Through every demographic slice, good service is one of the clearest predictors of customer loyalty, willingness to recommend, and hesitancy to switch. And in our easy-to-switch reality, it is one of companies' most important weapons to achieve these all-important goals".
Vonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide communication solutions that offer flexibility, portability and ease-of-use. Our Vonage World plan offers unlimited calling to more than 60 countries with popular features like call waiting, call forwarding and voicemail - for one low monthly rate. Vonage Holdings Corp. is headquartered in Holmdel, New Jersey. Vonage is a registered trademark of Vonage Marketing Inc., a subsidiary of Vonage Holdings Corp.
Published: Monday, June 13, 2016
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
|2.)||Lieber & Associates|
Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring