10 Surprising Customer Service Facts to Know

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

CallFinder800-639-1700 [email protected] www.mycallnder.com

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