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5 stats that will convince you to make a disruptive change in your contact center operations

Just going for any solution will not help your contact center perform the best. This slide share helps you understand what customers like and look forward to getting from a business and what initiatives can help you create exceptional CX.

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5 stats that will convince you to make a disruptive change in your contact center operations

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  1. 5 stats that will convince you to make a disruptive change in your contact center operations

  2. Today, businesses are competing on CX rather than product or price. You need to • Transform your traditional call center • Do more than just making cold calls • Offer personalized experience every time … WHY?

  3. In 2019, a majority of customers (49%) used 3 to 5 channels to contact customer service. Right contact center solution enables • Issue resolution • across channels • Create a seamless • customer • experience

  4. 72% of customers expect companies to know their purchase history. • Monitor your customer service in a different situation • Grow a happy customer base • Develop an understanding of the customer’s needs • Offer solutions accordingly

  5. For every 1% increase in FCR, organizations can anticipate a 1% increase in CSAT. • Improve CSAT score along with high-retention of customers • Improve First Call Resolution (FCR) to up-sell or cross-sell • Get more repeat customer

  6. Two-thirds (58%) of consumers will sever a relationship with a business due to poor customer service. • Seamless experience better than your competitor • Offer quick resolution

  7. By the end of 2020, customer experience will overtake price and product as the key brand differentiator. • Invest in technology & data-driven contact center solutions • Retain customers & grow loyalty • Customers are ready to pay more for better CX • Offer personalized customer experience

  8. info@novelvox.com www.novelvox.com +1888544808

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