Why has customer satisfaction fallen four years in a row for call centers?

Posted by Rachel Brink on May 29, 2015 8:21:30 AM

The rise of the Internet and expansion of communication channels have given today’s consumers far greater power to explore alternative product/service options, putting customer experience at the forefront of purchasing decisions. In fact by 2020, customer experience is expected to overtake price and product as a brand’s competitive differentiator. And according to Dimension Data’s 2015 Global Contact Centre Benchmarking report, which surveyed 901 contact centers across 72 countries, 75% of contact centers recognize service as a competitive differentiator (up 18% over the past two years), and 57% say they can relate improving customer experience levels to revenue and profit growth. But despite the growing effort towards improving customer service to better meet rising consumer expectations, customer satisfaction levels have decreased for the fourth year in a row—which begs the question, where are businesses missing the mark when it comes to their service delivery?

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Topics: customer service, cloud based contact center, cloud call center, customer satisfaction, customer experience, cloud computing

Customer Service and your Contact Center: What you should know

Posted by Kristen Braun on May 14, 2015 8:52:00 AM

It has been well demonstrated that Customer Service can affect a business just as much as catchy advertising slogans or the newest innovative product. Take the new Apple watch. It has been advertised as the next big thing to the point where it’s impossible not to be aware of it. But as with any new form of innovative technology, people are bound to have general questions, troubleshooting needs, and bug issues. This is where a strong and robust customer service platform comes into play.

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Topics: customer service, crm integration, first call resolution, customer experience

Is Customer Service Valued in the Banking World?

Posted by Rachel Brink on May 11, 2015 9:44:00 AM

Confronted with unsteady economic conditions, advancements in technology, and increased regulations, the banking industry has undergone a large transformation over the past few years, as have its customers’ needs and preferences. What was once a process requiring customers to visit their local bank and speak with bank tellers to address their various needs (deposit checks, take out money, set up accounts, transfer money, get advice, etc.), banking can now be done virtually without any human interaction thanks to the various online banking and virtual wallet apps that have been made available to consumers. And with the ability to self-service their own needs via computers, tablets, and mobile phones, do customers still value/take into consideration a financial institution’s customer service when deciding whether or not to bank with them?

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Topics: customer service, customer experience, banking industry, financial services industry

The Four Pillars of Customer Experience (CX) Success

Posted by Rachel Brink on May 8, 2015 10:22:22 AM

Customer experience (CX), or the sum of all experiences a customer has with an organization across various touchpoints (voice, email, text, chat, social media, brick & mortar), has become one of the most vital focuses of today’s enterprises. Offering businesses a number of benefits – including improved customer retention & loyalty, enhanced cross-selling opportunities, and a more positive public image – the ability to offer an exceptional customer experience has quickly become a point of competitive differentiation worth fighting for. Case in point, those companies that prioritize the customer experience generate 60% higher profits than those who do not. The obvious question – why?

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Topics: customer service, customer experience, cx

10 Stats That Will Have you Rethinking your Customer Service Strategy

Posted by Rachel Brink on Mar 31, 2015 8:53:53 AM

There is no denying the role customer service plays in the overall brand loyalty and purchasing decisions of today’s increasingly demanding consumers. And contrary to the beliefs of today’s younger generations (Milennials, Gen Z), who generally grew up with businesses acquiescing to their every demand, customer relationships have not always been at the mercy of the consumer. In fact, it was only until the age of the Internet and expansion of communication channels that customers were given greater opportunities to explore alternative routes, leaving those businesses who placed less of a focus on the customer experience clamoring to keep up. The Age of the Seller has now succumbed to the Age of the Consumer.

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Topics: customer service, customer experience

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