Nearly two-thirds of customer service agents are satisfied in their jobs and millennials, the largest workforce demographic, are even more so with 70 percent of them saying they like what they do according to the just-released Aspect Agent Experience Index. Yet, despite the agent satisfaction reported, multiple research firms including Gartner and Juniper Research are predicting chatbots or A.I. will replace nearly all live agent interaction in the next several years. Continue reading New Customer Service Survey from Aspect Software Shows Harmony, Opportunity When Chatbots and Agents Work Together
Category Archives: Market Research
UK consumers risk losing millions due to hidden ‘cost of hassle’
PRESS RELEASE: From not returning faulty goods or cancelling unwanted services to leaving account information out of date, our fatigue when considering contact with companies could be costing millions. Whilst one-in-three [1] admit to avoiding contact with companies whenever possible, research reveals that 77% of organisations see reducing customer effort as a top priority [2]. Continue reading UK consumers risk losing millions due to hidden ‘cost of hassle’
Personalisation – Are the Under 35s Being Left Out?
Personalisation. It’s a much talked about subject and one of the latest key concepts in retail marketing. So much so that the tendency is to think everyone knows what it means. But a recent survey conducted by leading global customer experience expert, Webhelp, revealed some surprising results that show this is definitely not the case. Continue reading Personalisation – Are the Under 35s Being Left Out?
80% of consumers claim a personal service is important when purchasing online
PRESS RELEASE: More than three quarters (80%) of consumers claim that receiving a personal service is important when purchasing online highlighting the need for human interaction to be available in real time through customer service channels, research by conversational commerce platform, iAdvize, has found. Continue reading 80% of consumers claim a personal service is important when purchasing online
UK insurance customer service worsening, with 68% of queries left unanswered on digital channels
PRESS RELEASE: 91% of consumers say good digital customer service from insurers makes them more loyal – yet the UK’s leading insurance companies fail to accurately answer more than two thirds (68%) of routine questions asked through the web, email, Twitter and Facebook. In 2016 the figure was 47%, showing a dramatic decline in performance over the last 12 months. No wonder that just 15% of consumers are happier with the insurance customer experience compared to 5 years ago. Continue reading UK insurance customer service worsening, with 68% of queries left unanswered on digital channels
Contact centres rush to the Cloud to overcome legacy system limitations
PRESS RELEASE: The Cloud revolution is picking up pace in the contact centre industry, driven by legacy system limitations, changing customer behaviours and more flexible business models. These are the findings of a new report: The State of Customer Experience 2017, which confirms that 39% of UK contact centres have already migrated to the Cloud and 57% are planning or actively considering a move within the next three years. Continue reading Contact centres rush to the Cloud to overcome legacy system limitations