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5 Stats about Customer Service that Contact Center Agents Need to Know

[fa icon="calendar'] Aug 31, 2017 2:27:15 PM / by Jessalyn Kadelski

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A negative first impression can sour a customer relationship. Contact center agents intuitively know that providing excellent customer service requires the perfect blend of expertise, patience and most importantly, a solution.

Unfortunately, only 1 percent of consumers feel their expectations for a good customer experience are always met. One reason? Some contact centers have been slow to adopt omnichannel services. Another is they have insufficient language services in place, which can result in negative experiences for non-English speakers.

So, what do customers expect of a contact center today? Here are 5 stats about the customer experience and omnichannel communication.

 

Customer Experience & Satisfaction

It is 6 to 7 times more expensive to acquire a new customer than it is to keep a current one
six to seven times more exoensive

 

U.S. companies are losing 62 billion dollars a year due to poor customer service
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47 percent of customers would take their business to a competitor within just one day after having a poor experience
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Omnichannel Communication

email, chat, social represent about 25 percent of customer service interactions
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Companies with the strongest omnichannel customer engagement strateies retain an average of 89% of their customers 
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 Support Customers Across all Channels

The numbers don’t lie--customers are expecting a superior experience while engaging with contact centers through voice and text. To meet the demands of all customers, contact centers must develop and implement a clear omnichannel strategy and be prepared to support non-English-speaking customers with effective language services.  

 

Want to get more tips on omnichannel language services? Click here

Topics: Contact Centers