CSM Magazine
NOVEMBER 7, 2018
Figures from Ofgem have revealed that the average number of complaints received by the leading utility companies per 100,000 customer accounts had decreased from 3,510 in Q1 2013 to 2,233 in Q1 2018, but the average number of complaints resolved by the suppliers by end of the next working day dropped from 81 percent to 60 percent in the same period.
Vonage
DECEMBER 8, 2016
A figure which has increased by more than $20 billion since 2013. Since then, the number of US consumers who have reported leaving a business due to poor customer service has also risen from 44 percent to 49 percent. We’re still a nation of serial switchers, and once you lose a customer, they’re unlikely to come back.
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Magellan Solutions
AUGUST 23, 2021
An omnichannel contact center is a customer service strategy that allows customers to communicate with businesses via their preferred method of communication. The use of an omnichannel contact center is beneficial to both businesses and customers. What is Autonomous Omnichannel Services?
Customer Interactions
JULY 7, 2015
Contact Centers Must Morph into Relationship Hubs(CMS Wire) With more and more contact centers morphing into customer relationship hubs, the number of businesses centralizing their contact center operations is on the rise
Win the Customer
MARCH 20, 2017
The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. If you are there for your customers, they’ll want to be there for you. A strong customer relationship is rooted in exemplary customer service and support.
Esteban Kolsky
AUGUST 17, 2015
from call center to simple contact center supporting email) we continued to support the channels separately as single-channel. This was done partly by lack of understanding by call centers of what a contact center did as well as by not having available methods to share resources and technologies.
Think Customers
OCTOBER 28, 2020
Customer experience strategist and author Don Peppers has long said that frictionless customer experiences build loyalty—not delightful experiences. “As If we look at the customer data, their clear preference is for organizations to simply solve the problem. Other experts agree. “If
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