10 surprising customer service facts from ann thayer
DESCRIPTION
Today’s savvy consumers are calling the shots. One poor experience with a company, and that customer immediately becomes a lost revenue opportunity. Advanced contact center technology like speech analytics exists to help companies discover hidden insights within the conversations they’re having with customers, and analyze those insights to make simple organizational changes that will have a positive impact on bottom line revenue.TRANSCRIPT
suprisingcustomer service facts
U.S. businesses experience an annual loss of
simply because they provided bad customer service.
billion
Only
of companies have a well- developed strategy in place for improving the customer experience.
percent
But
of customer service managers consider customer satisfaction the most important call center metric.
percent
And,
more sales are closed by the employees who are knowledgeable and engaged in delivering a better customer service experience.
percent
of buying experiences are based on how the customer feels they are being treated.
percent
of customers would be willing to spend on average
more with a company following an excellent customer service experience.
percent
percent
increase in customer retention levels result in a
increase in the value of the company.
percent
percent
Companies that are in tune with customers' needs experience a
year-over-year increase in revenue.
percent
of consumers began doing business with a competitor following a poor customer experience.
percent
Speech Analytics is an automated call center monitoring system that utilizes articial intelligence to remedy these customer service problems by:
Automatically searching 100% of call recordings for the presence - or absence - of key phrases.
Categorizing calls based on key phrases.
Sorting calls by location.
Providing daily statistical reports of call volume and search activity.
How Speech Analytics Can Help
Sources: Bluewolf; 2012 Ovum Logmein Customer Experience Report; Econsultancy Multichannel Customer Experience Report; Harris Interactive, Customer Experience Impact Report; White House Office of Consumer Affairs; Parature; Peppers and Rogers Group; McKinsey; Bain & Co.; The 2012 American Express Global Customer Service Barometer; RightNow Customer Experience Impact Report; Oracle Report, Why Customer Satisfaction is No Longer Good Enough; eConsultancy; Defagto Research; Aberdeen Group; SMB Group; Greenfield Online, Datamonitor/Ovum and Genesys
Account Manager for Speech Analytics Solutions - CallFinder