Customer Service

Is your contact center loyalty focused and focused on the experience of the customer? As a consumer, I do have to interact with contact centers. I would say that most of my experiences are horrible.

One of the trends I am seeing is that as companies more fully understand the link between customer experience and loyalty, especially with customer service, they are increasingly viewing contact centers as value-creators and not just cost centers.

Some of the effects we are seeing is less focus on average-handle-time and other productivity metrics, more focus on the customer experience,  customer feedback and quality metrics. There is more on-shoring of previously off-shored interactions, and more investment in agent training and coaching.

Consumers that are satisfied with customer service interactions are more than 4 times as likely to repurchase than those who are dissatisfied.