This Day On The Street
Continue to site
ADVERTISEMENT
This account is pending registration confirmation. Please click on the link within the confirmation email previously sent you to complete registration.
Need a new registration confirmation email? Click here

Consumers Call For Smarter Contact Centres

As smartphone usage, social media and Wi-Fi coverage continue to grow, half of consumers are constantly changing the way they contact organizations. Eighty two percent say they need a range of channels to meet their needs. But many are frustrated with the experience of switching channels as it exposes huge gaps in customer service. In fact, just 17 percent think swapping between channels is easy and gives them a seamless experience and 69 percent of consumers say they're often asked to repeat their account details on the same call.             

Andrew Small, vice president BT Contact, BT Global Services, said: "Consumers are more connected and better informed than ever before, so when they do call — or use another channel such as webchat or video — they expect to deal with someone who knows what they're talking about. When organizations fail to connect their customers to the right agent, it's not only frustrating for the consumer but also for the staff involved. The solution is for organizations to use technology to ensure their customers' calls go to the right agent first time and to connect contact center staff using collaboration tools to create networked experts who can share their knowledge when needed. This new BT and Avaya research highlights not only that many organizations are failing to do this but also the danger of poor service in a world where consumer loyalty is a thing of the past." 

Mark de la Vega, vice president and general manager, contact center applications at Avaya, said: "The new challenge for contact center operators is to build the infrastructure that enables consumers to seamlessly switch between all of the channels they provide to give a truly cohesive and satisfying customer experience. The most significant factor, regardless of channel used, is that consumers reach the right agent equipped with the right knowledge and tools to resolve their issues in a timely and efficient manner."

Many well-known contact center gripes remain with 54 percent of people saying the music and messages on hold often don't provide a good impression of the organization they're calling and 93 percent say that organizations should phone them back when they said they would. 

2 of 3

Check Out Our Best Services for Investors

Action Alerts PLUS

Portfolio Manager Jim Cramer and Director of Research Jack Mohr reveal their investment tactics while giving advanced notice before every trade.

Product Features:
  • $2.5+ million portfolio
  • Large-cap and dividend focus
  • Intraday trade alerts from Cramer
Quant Ratings

Access the tool that DOMINATES the Russell 2000 and the S&P 500.

Product Features:
  • Buy, hold, or sell recommendations for over 4,300 stocks
  • Unlimited research reports on your favorite stocks
  • A custom stock screener
Stocks Under $10

David Peltier uncovers low dollar stocks with serious upside potential that are flying under Wall Street's radar.

Product Features:
  • Model portfolio
  • Stocks trading below $10
  • Intraday trade alerts
14-Days Free
Only $9.95
14-Days Free
Dividend Stock Advisor

David Peltier identifies the best of breed dividend stocks that will pay a reliable AND significant income stream.

Product Features:
  • Diversified model portfolio of dividend stocks
  • Updates with exact steps to take - BUY, HOLD, SELL
Trifecta Stocks

Every recommendation goes through 3 layers of intense scrutiny—quantitative, fundamental and technical analysis—to maximize profit potential and minimize risk.

Product Features:
  • Model Portfolio
  • Intra Day Trade alerts
  • Access to Quant Ratings
Options Profits

Our options trading pros provide over 100 monthly option trading ideas and strategies to help you become a well-seasoned trader.

Product Features:
  • Actionable options commentary and news
  • Real-time trading community
SYM TRADE IT LAST %CHG

Markets

Chart of I:DJI
DOW 16,528.03 -114.98 -0.69%
S&P 500 1,972.18 -16.69 -0.84%
NASDAQ 4,776.5080 -51.8170 -1.07%

Free Reports

Top Rated Stocks Top Rated Funds Top Rated ETFs